Análise da qualidade do atendimento a clientes de uma agência do Bradesco em Goiânia

Abstract

The objective of the study was to carry out an analysis of the quality of service at a Bradesco bank branch, through the perception of employees directly involved in service, as well as the customers served. The purpose of the study is to point out the negative aspects of the institution in relation to face-to-face service with the purpose of promoting greater value for customers. The methodological approach used was quantitative and qualitative descriptive, using methods and techniques involving questionnaires, bibliographic research and participant observation. After collecting information, an analysis of the results was carried out through descriptions, graphic analysis, conclusions and also suggestions for improvements to the system. Through the research, it was possible to identify some aspects of the service that need improvement and the positive aspects. Therefore, the study was completed with the presentation of some suggestions for improvements.