Qualidade em serviços: análise teórica e proposições para otimização do atendimento na agência Banco do Brasil da cidade de Currais Novos/RN

Abstract

In the current social and market situation, service quality has become fundamental for customer satisfaction, since subjective aspects such as courtesy, empathy, cordiality, among others are part of the holistic nature of services, and more specifically service . As an institution that promotes the national economy, Banco do Brasil has felt the negative effect of quality on services, in view of the number of complaints its agencies have been receiving; this at national level. Thus, bringing to the local reality, the coevo work intends to analyze the perception of customers regarding the service offered by the Bank of Brazil Agency of the city of Currais Novos / RN, as well as propose optimization actions. For the accomplishment of the present work, bibliographical researches and electronic means were used, safeguarding the scientific character of the same one. At the end of the research, some shortcomings were pointed out regarding quality of service: courtesy, compliance with what is proposed, interest in solving customer problems, transmission of trust in past information are fundamental items that need more attention with the aim of optimizing service. Thus, some actions that would remedy these gaps left by work vices, demotivation, or even by the institution's culture were suggested. Some of these actions are implementable since it only requires a change of position with little expense for the agency. Others are more complex because of the institution's policy, its status, and its ways of acting before the community.