Qualidade de atendimento em banco varejo: análise do atendimento em uma agência

Abstract

This study aims to present concepts of service and quality of care using as basis the analyses of the applications use in bank branch. It was conducted study to better understand the tools used in the present scenario of the banking market to serve customers. For the study will be a case study desk reviews and observations of the agency’s environment and the processes and tools used for quality management. They were observed in the agency all the processes and procedures used by the agency to meet the customers from its entry to its exit. It was also observed as the company door when there are complaints. The agency’s managers were heard about the covered subject and gave opinions on the company’s quality of service and the about their difficulties on the subject. After conducting the research were identified and described the concepts and models presented by the company. And put in place the object of study agency.