Navegando por Assunto "Bancos - Serviços ao cliente"

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Aspectos que afetam de forma positiva ou negativa a qualidade no atendimento em agências bancárias
(2022-10-07) Amaral, Maurílio Batista do; Feitosa, Maria José da Silva; http://lattes.cnpq.br/6887857776351323
O presente estudo visa identificar os aspectos que afetam de forma positiva ou negativa a qualidade no atendimento em agências bancárias. Para tanto, foi realizada uma revisão sistemática de literatura. Assim, foi possível identificar que aspectos como demora na realização dos procedimentos e as filas foram os que mais influenciaram negativamente. Por outra parte, a forma de tratamento e conhecimento dos produtos e serviços do banco são aspectos que influenciam de forma positiva. Para futuros trabalhos, sugerem-se a inclusão de outras bases de dados, bem como artigos em outros idiomas. Também seria importante aprofundar os estudos realizando uma pesquisa de campo.
Atendimento bancário em Serra Talhada: uma análise do nível de satisfação do cliente
(2020-11-03) Brasil, Jhemilyn Michelle Silva; Ferreira, Renan Silva; http://lattes.cnpq.br/9980419912272571; http://lattes.cnpq.br/7464196045810940
The opening of the financial market along with technological advances have brought new challenges for bank branches. Keeping customers happy is the main one, since the survival of organizations depend on their users to keep themselves up and running. In this perspective, the problem question of this study is to answer the following question: what is the degree of satisfaction of external clients with the provision of services of financial institutions in the municipality of Serra Talhada - PE? With this the main objective is to evaluate the degree of satisfaction of them. For this, the methodology used in this study is classified as descriptive exploratory of quantitative nature. A structured questionnaire was used as a data collection instrument in google forms. In the discussion of the results, it was found that in the four criteria evaluated, which were: self-service, cashier's service, conventional service, and online service via application; in all these customers were dissatisfied. The highest dissatisfaction rate was identified in the service criterion within the agency, in the item waiting time to be attended. After measuring the degree of customer satisfaction, dissatisfaction and discontent with the city's banking services were verified. Furthermore, it is concluded that consumer satisfaction is linked to the quality of the service, in this organizations need to pay attention to the execution of the services provided, especially in face-to-face service with the client.
Atuação de bancos e cooperativas de crédito em regiões com baixo dinamismo econômico
(2018) Madureira, Camila Lopes e Silva; Freitas, Priscila Michelle Rodrigues; http://lattes.cnpq.br/3255381700202901
The relationship between money and economic development is a source of study by many authors, whotry to explain the role that money plays in development, especially at the regional level. Based on the post-Keynesian slope of the non-neutrality of money, this paper proposes to analyze the role of the banks and the credit cooperative of free admission, based on data from the Credit Union of Free Admission of Pernambuco (Sicoob Pernambuco), in the regions with less economic dynamism in which it operates, these being the Sertão do Pajeú, in the state of Pernambuco and Cariri Ocidental, in the state of Paraíba.Five financial indicators developed by Crocco (2010) were used to perform this analysis. The results show that despite the fact that the Credit Union has a minor performance in the region when compared to the banking branches, Sicoob Pernambuco has proportionally offered more credit in these peripheral regions, allowing for more investments and, consequently, regional development. The decline in the supply of credit by banks may be justified by a higher preference for liquidity, generated by high levels of uncertainty present in these regions.
Avanços da tecnologia da informação sobre a concorrência no setor bancário de 2014 a 2018
(2019) Filgueiras, Igor Fellype Loureiro Valença; Silva Filho, Guerino Edécio da; http://lattes.cnpq.br/2977795200183918; http://lattes.cnpq.br/8480123229873786
Economic theory teaches that competition generates efficiency and tends to stimulate innovation. But to what extent could the entry of new financial institutions based on information technology influence such a consolidated sector as the banking segment? This paper aims to observe the advances of information technology on competition in this sector. Data for the elaboration of the research were taken from the Brazilian Federation of Banks Research (FEBRABAN), Central Bank of Brazil and the World Bank. It is a qualitative and quantitative research, whose data included information from the main traditional and digital banks in the country. Among the main results of the survey were the relatively lower rates found in digital banking services when compared to those of traditional banks and a possible change in dynamics in physical bank branches that may be changing with the absorption of new technologies by the sector.
FINTECHS: um novo paradigma para os serviços financeiros
(2019) Araujo, Adams Matos de; Coelho Júnior, Álvaro Furtado; http://lattes.cnpq.br/1248468009730949
Banking services have undergone profound transformations, driven by the digital inclusion of the population and by innovation in the financial market. Faced with this scenario came the Fintechs, startups that act exclusively offering financial products and services. Fintechs use digital technologies and associated tools to provide financial services to consumers and businesses. Its solutions deliver three key results: ease of use, faster service delivery, and more affordable cost. Analyzing these variations in banking services is fundamental to understanding the new market dynamics. It should be noted the recent regulation by the Brazilian authorities regarding the performance of Fintechs in Brazil and what criteria should be obeyed for action in the financial market. What we can observe with this work was the great expansion of Internet access togetherwith the growth of the digital banking market with the emergence of Fintechs.