Satisfação no autoatendimento : um estudo de caso no Banco do Brasil

Abstract

Abstract: Currently the banking technology has been inserted in an irreversible way into financial institutions in Brazil. By providing the self service terminals, the banking network attributes to the customer the responsibility for carrying out various operations, such as deposits, withdrawals, money transfer, bill payment, cell phone reloading, bank statements, among several other possibilities. This dissertation aims at providing an assessment of the degree of the banking customer satisfaction - natural person, with the use of the information technology and the self-service at the use of banking services, in the city of Maringá. It was considered as information technologies the self-service terminals, Automated Teller Machine (ATMs) for drawings, deposits, cheque book machines located in agencies, self-service rooms and kiosks in public spaces. The approach applied was the one proposed by Rossi & Slongo (1998), with two distinguished phases - an exploratory and a descriptive one. The indicators of the satisfaction were obtained from the Schwingel (2001) and updated through the exploratory research and discussion group. The research instrument was applied in the months of October and November 2008, in the Banco do Brasil self-service rooms, supermarkets and malls where there are Bank terminals. The customers were approached either when they had just accomplished some bank transaction or when waiting for an available terminal to carry them out. For the analyzes of the research some factors were considered, such as the selfservice sites, the transactional processing, the communication with customers, the security and errors related to data processing. The study identifies that practically for every item researched the average was established at the satisfaction level. Only 2 out of 40 items studied were at the dissatisfaction level. Through the statistical tests significant differences were found towards satisfaction when compared to the collection sites, schedule, gender, use frequency, schooling and age.