Entrega da proposta de valor: uma pesquisa entre os associados de uma cooperativa de crédito
Journal Title: Revista Competência - Year 2019, Vol 12, Issue 1
Abstract
In the current Brazilian economic scenario, banks play the role of agents of development of society, with high competitiveness of the sector. With increasingly demanding customers, these organizations are driven by the search for differentials that are manifested not only in their marketing products, but mainly in the quality of delivery of services and in the value generated by their offerings. Thus, the present research had as its objective to measure the satisfaction in the delivery of the value proposal to the members of a credit cooperative, especially in relation to trust, excellence in service, corporate social responsibility, word of mouth / indications and loyalty to the institution. The method of research regarding the nature of the data is quantitative, with research of type survey carried out with the associates of the institution. In addition, this is a descriptive research work, since it seeks to discover and analyze the satisfaction experience of the associates and of the analyzed variables. The results indicate that, in general, the items analyzed are at an adequate level of satisfaction, and even above the average satisfaction of the financial market.
Authors and Affiliations
Alex Eckert Rafaela Carraro Adriane Maria Silocchi
Keywords
Related Articles
- EP ID EP677319
- DOI https://doi.org/10.24936/2177-4986.v12n2.2019.705
- Views 261
- Downloads 0
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