A satisfação de beneficiários do INSS e do programa Bolsa Família quanto ao atendimento e prestação de serviços dos correspondentes bancários: Bradesco Expresso e Unidades Lotéricas em Parintins/AM

Abstract

Satisfaction can be seen as an emotional state, which can be constantly modified as it takes into account particularities around you. Currently, with so many innovations and technologies, users do not accept a low quality, unsatisfactory service. Therefore, financial institutions and their employees must be aware of what their users want, as the most valuable thing they want is satisfaction in the services they use. This research had the general objective of measuring the perceived satisfaction of beneficiaries of the National Social Security Institute (INSS) and the Bolsa Família program regarding the care and services provided by banking correspondents Bradesco Expresso and Lotéricas Units, located in the municipality of Parintins. To this end, it was essential to establish three specific objectives: Identify the beneficiaries of banking correspondents; Measure beneficiary satisfaction; and Compare the satisfaction of Bradesco Expresso beneficiaries with the satisfaction of lottery beneficiaries. Among the various authors who contributed to the research, we can mention: Canevari et al., Balaca, Kotler and Keller. The methodology of this research was characterized by the qualitative profile using the Non Probabilistic Convenience typology to select the respondents, with a technical procedure of field survey, through the application of questionnaires and interviews and the data analysis technique was based on Content analysis. It is concluded that the result of this research will contribute to the knowledge and improvement of banking correspondents in relation to the level of satisfaction of the beneficiaries under study regarding the service and services they use. The percentages shown showed which points these correspondents should dedicate more to, to achieve better satisfaction.