Quality In Service In Banking Services

Abstract

The market for the provision of banking services has become increasingly competitive due to the large number of financial institutions present in the country, not to mention those that offer free online services. Traditional financial institutions have sought to stand out through a differentiated and quality service to win and retain customers who are increasingly demanding and aware of their rights. In this work, we sought to identify the strategies, these strategies involve a constant search for knowledge and investment for both clients and employees who provide services. The result of the survey indicated that service has become the differential for customer loyalty, being the result of positive or negative customer experience, everything depends on how it was treated during the minutes that it remained within the institution. It was also about the attention that should be given to the collaborators, being like an orchestra that works in tune, some depend on each other to reach the expected result.