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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

Serviços bancários: qualidade percebida por clientes de alta renda no mercado brasileiro

Almeida, Adriano César Paes de 19 December 2007 (has links)
Made available in DSpace on 2010-04-20T20:20:05Z (GMT). No. of bitstreams: 1 176004.pdf: 708106 bytes, checksum: 03ab8afa34375fc736af312de122628e (MD5) Previous issue date: 2007-12-19T00:00:00Z / The main purpose of this work is to investigate the perceived quality by the customers in banking services, as well as to identify gaps between clientsí expectations and perceived service. In order to do so, a group of high income customers was selected, since the banks strategy of allocation resources is focused on this market segment. The analysis were based on a questionnaire which was specially developed to cover the multiple dimensions of theoretical models of Grˆnroos (1984), Parasuraman (1988) and Brogowicz (1990) so that we could identify which were the main necessities to be fulfilled under these customers point of view. / O objetivo central deste trabalho é investigar a qualidade percebida pelos clientes em relação a serviços bancários, bem como identificar as lacunas em relação às expectativas dos clientes. Para tanto, foi selecionado o público de alta renda já que, de acordo com a estratégia de alocação de recursos dos bancos atuantes hoje no território brasileiro, este é o segmento para quem são dirigidos os maiores esforços e melhores recursos destas instituições. As análises foram baseadas em um questionário desenvolvido com o objetivo de abranger as diferentes e diversas dimensões dos modelos teóricos de Grönroos (1984), Parasuraman (1988) e Brogowicz (1990) a fim de identificar quais seriam as principais necessidades de aporte de qualidade sob a ótica destes consumidores de serviços financeiros.

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