Qualidade no atendimento em uma agência bancária de Fortaleza na ótica de seus clientes

Abstract

Several studies show that the quality of care in the service sector has been differential in creating lasting relationships with customers. The key to creating lasting customer relationships is to create superior value and satisfaction for him." Faced with a highly competitive scenario, the banking market should invest not only in training staff, products and services, but also in the quality of care. Among many aspects, this research seeks to analyze the customer satisfaction of a bank branch in Fortaleza mainly in Customer variables, Products and Services, Skill, Environment and Image offered to its customers. The main objective is to identify the customer satisfaction level and seek improvements to create a more lasting possible marketing relationship.