Experiência e qualidade dos serviços no Nubank: um estudo na percepção de consumidores Norte-Rio-Grandenses

Abstract

Technological evolution has favored the development of so-called fintechs, technology-based companies that offer digital financial services, and in this increasingly globalized and competitive market, organizations that seek differentials in relation to competitors need, in addition to offering products and services, to ensure memorable experiences for your customers. In addition, the quality of the service provided has been gaining relevance for contemporary organizations, as they represent a decisive factor for the maintenance and loyalty of these customers. Considering this context, this study was developed to understand the experience and quality of services in the perception of Nubank customers. The study was developed through exploratory field research with a qualitative approach and the data collection was carried out through an interview with a structured script, through the WhatsApp messenger and Google Forms, with the research subjects who were chosen in a intentional. The study had the participation of 22 people. Finally, data processing took place through content analysis. Among the results obtained, it can be concluded that the interviewees feel satisfied with the experience and quality of Nubank's services, however some indicated points of improvement in relation to the arrangement of features in the application.