Qualidade na prestação de serviços: um estudo em uma agência bancária na cidade de Manaus-AM

Abstract

The banking sector, characterized by its high competitiveness, requires service excellence as a way to differentiate and ensure profitability. Based on this, the objective of this study was to identify the perception of corporate clients (PJ) regarding the quality of services provided by a bank branch in Manaus-AM. The methodology adopted was a mixed qualitative and quantitative approach, conducted through a case study. Data collection occurred through a structured questionnaire with 21 questions, applied to 80 corporate clients. The results showed that, in general, clients perceive a good relationship between staff and customers, recognize that technology contributes to the quality and agility of services, and positively evaluate the physical environment, considering it safe and clean. However, the need for improvements in specific areas was identified, such as: waiting time, where clients highlighted the importance of reducing queues and speeding up service, and the quality of information and resolutions, suggesting a focus on providing clearer guidance and effective solutions for their needs. It is concluded that by implementing improvements in these areas, the branch has the potential to significantly increase the satisfaction and loyalty of its corporate clients, strengthening its competitive position in the market.