Avaliação da qualidade do atendimento aos clientes rurais, no Banco Itaú

Abstract

The present study proposed to carry out an evaluation of the quality of the entire service process for rural customers of the Itau bank, seeking to carry it out through the perception of the analysts directly involved in the service, as well as the customers served. The aim is to make clear the points that need improvement, to promote greater value to these customers. For this study, methods and techniques were used, involving questionnaires, bibliographic research, participant observation, all within a quantitative and qualitative descriptive approach, with an analysis of the results developed from data and information collected from these researched populations. The results indicate that most analysts see that they can provide the best service to rural customers and that most customers perceive the service as excellent, which encourages them to recommend the organization to family and friends.