Determinants Factors of Perceived Quality in an Institution of Bank Ribeirão Preto – SP

Abstract

A survey conducted this study aimed to analyze the perceived quality of a bank branch CEF in Ribeirão Preto / SP, because through this analysis Pordes will identify factors that lead customers to perceive quality of services offered by the bank and thus it can have a measurement of quality of services now offered also to generate new policies for continuous quality improvement. Thus, we conducted research with 120 clients within the agency itself, or when the customer uses the service offered, or, as is literature, "at the time of meeting services. After carrying out the research, we performed a descriptive analysis and a factorial analysis in which first came to describe the scenario for the data of respondents and second, it is considered the most appropriate when it comes to analysis of consumer behavior, due to their scope to extract correlations among the questions applied. The results expressed the determinants of perceived quality in the view of the customer, demonstrating the involvement of staff in all factors found in the analysis, thus emphasizing the importance of employees in the context of analysis.

DOI: 10.5585/remark.v9i1.2156