A QUALIDADE DO ATENDIMENTO BANCÁRIO DA COOPERATIVA SICREDI PLANALTO CENTRAL NA AGÊNCIA DE POSSE (GO)

Abstract

The study aimed to analyze the efficiency and satisfaction of users/members regarding the services provided by the bank agency in question. The study is characterized as a field research with a quantitative and qualitative approach. As a data collection instrument, the use of an online questionnaire was chosen, applied to 93 valid respondents. The research included a detailed analysis of the positive and negative points identified by users/members, with emphasis on aspects such as agility, waiting time, quality, and knowledge of the staff. The central objective of the research is to analyze the level of satisfaction of users and members, and the perception of the quality of banking services at the branch of the Cooperative Credit System (SICREDI) in the municipality of Posse, Goiás. The applied questionnaire revealed that the majority of participants did not identify significant negative points in the service, resulting in a positive satisfaction level for the cooperative. The research results indicate some areas for improvement in banking services, such as agility in virtual service and improvement in automated teller machines (ATMs), to enhance the overall satisfaction of users/members regarding the banking services offered by Sicredi Planalto Central at the Posse branch (GO).