Avaliação do nível de satisfação dos alunos do curso de administração da PUC Goiás, com o atendimento virtual dos bancos do mercado

Abstract

The quality of service is a determining factor to maintain and captivate the clients of a company. With the great changes and updates, caused by technological evolution, the face-to-face service is losing more and more space to the virtual. In the banking sector it is no different, technology allows to perform several transactions over the Internet, thus reducing the need for customers to travel to a physical agency. The objective of this study is to evaluate the level of satisfaction of the students of the administration course of PUC Goiás with the virtual attendance of the banks of the market. The methodology used had a descriptive quantitative and qualitative research approach, having as a data collection instrument the questionnaires, which were applied to the students, in specific, the students of the sixth, seventh and eighth periods, of the morning and night shifts. The results obtained allowed the identification of some failures in the virtual attendance process, which allowed suggestions for improvement to increase the level of satisfaction, making the customer's experience increasingly better.