Na visão contemporânea de empresas orientadas ao mercado, o consumidor é o principal elemento de uma empresa. Simultaneamente, o retorno financeiro das empresas de capital aberto é de fundamental importância, uma vez que investidores deixam de aplicar seus recursos caso o retorno obtido não seja o almejado. Dessa forma, a lógica binária de aumento da satisfação do cliente e paralelamente a busca da valorização das ações e outros índices de retorno financeiro são premissas-chave para os gestores das grandes corporações. Esse estudo traz uma discussão sobre os principais pontos análogos entre esses construtos. Foi feita uma pesquisa quantitativa e realizada, também, uma extensa revisão bibliográfica. A parte quantitativa foi feita mediante análise descritiva e foram aplicados questionários com os clientes das instituições selecionadas para medir a satisfação no ponto com os clientes. Foram utilizados também dados secundários para analisar o valor das ações dos bancos estudados e o índice de ROE. Os dados foram coletados a partir de sites dos próprios bancos e também dos sites BOVESPA e BACEN. Como principais resultados desta pesquisa pode-se destacar os principais construtos que levam à satisfação dos clientes bancários universitários, a saber: rapidez e confiabilidade, construtos esses que aparecem como resultados nos quatro bancos pesquisados. Os bancos que apresentaram maior índice de satisfação entre os clientes bancários universitários da amostra da pesquisa foram: Bradesco, Banco do Brasil, Santander e Itaú-Unibanco, respectivamente. Destaca-se, também, como contribuição desta pesquisa a identificação dos bancos de varejo com melhor desempenho financeiro no Brasil, quais sejam: banco Itaú-Unibanco, banco Bradesco, Banco do Brasil e banco Santander, respectivamente. Por fim, a pesquisa identificou que não existe uma relação entre os bancos de maior índice de satisfação e rentabilidade. / In contemporary vision of market-oriented companies, the consumer is the main element of a company. Simultaneously, the financial return of publicly traded companies is of fundamental importance, since investors stop applying its resources if the payoff is less than expected. Thus, the binary logic of increasing customer satisfaction and the parallel pursuit of share valuation and other financial rates of return are key premise for managers of large corporations. This study provides a discussion of the main similar points between these constructs. A quantitative study was conducted. It was also done an extensive literature review. The quantitative section was made through descriptive analysis and questionnaires were applied to customers of the institutions selected to measure satisfaction at the point with customers. There were also used secondary data to analyze the value of shares of the studied banks and ROE index. Data were collected from sites of the banks themselves and also at the Central Bank and BOVESPA sites. As the main results of this research, there can be said that are the main constructs that lead to satisfaction of university banking customers, named: speed and reliability. These results appear in all the four banks surveyed. Banks that had higher satisfaction rate among university banking customers of the survey sample were: Bradesco, Banco do Brasil , Santander and Itau-Unibanco, respectively. Finally, the survey identified that there is no relationship between banks with higher levels of satisfactions and profitability.

Corporate entrepreneurship has different strategies as referred to by researchers. An entrepreneurial orientation is one of these strategies. In the overall corporate entrepreneurial process, entrepreneurial orientation is referred to as entrepreneurial intensity. Corporate entrepreneurship is a process where organisations think differently to overcome barriers to improve the performance of the organisation. Entrepreneurial orientation is a process of decision making to develop new innovative products, services or processes to intensify the organisation’s performance. The South African banking system is supported with a well-managed regulated framework and is favourable in the global environment. South Africa is the financial gateway to the rest of Africa and the environment is highly competitive. During the last twenty years the banking industry went through exciting changes and turmoil when refering to the financial of 2008 crisis. Retail banks need to think differently and small competitors are more prominent than ever before. The lower end of the market created fierce competition between the retail banks in South Africa. The reason for this study is to focus on entrepreneurial orientations from a customer’s perspective. Customer perspective is critical for the survival of an organisation and banks are no different. Based on the literature, entrepreneurial orientation is the level of intensity of corporate entrepreneurship visible in the organisation. The results obtained in the empirical study enabled recommendations that can provide retail banks with useful information from a customer’s perspective that can assist retail banks in general. Recommendations found in the study include; retail banks need to reinvest in their own systems to mine useful information to assist customers, be more open to autonomy approaches and redesign job descriptions, re-look calculated risk areas that will have no influence on credit processes, regulate innovations better and involve the customer and be more unique to create a better customer experience. / MBA (Master of Business Administration), North-West University, Potchefstroom Campus, 2015

Corporate entrepreneurship has different strategies as referred to by researchers. An entrepreneurial orientation is one of these strategies. In the overall corporate entrepreneurial process, entrepreneurial orientation is referred to as entrepreneurial intensity. Corporate entrepreneurship is a process where organisations think differently to overcome barriers to improve the performance of the organisation. Entrepreneurial orientation is a process of decision making to develop new innovative products, services or processes to intensify the organisation’s performance. The South African banking system is supported with a well-managed regulated framework and is favourable in the global environment. South Africa is the financial gateway to the rest of Africa and the environment is highly competitive. During the last twenty years the banking industry went through exciting changes and turmoil when refering to the financial of 2008 crisis. Retail banks need to think differently and small competitors are more prominent than ever before. The lower end of the market created fierce competition between the retail banks in South Africa. The reason for this study is to focus on entrepreneurial orientations from a customer’s perspective. Customer perspective is critical for the survival of an organisation and banks are no different. Based on the literature, entrepreneurial orientation is the level of intensity of corporate entrepreneurship visible in the organisation. The results obtained in the empirical study enabled recommendations that can provide retail banks with useful information from a customer’s perspective that can assist retail banks in general. Recommendations found in the study include; retail banks need to reinvest in their own systems to mine useful information to assist customers, be more open to autonomy approaches and redesign job descriptions, re-look calculated risk areas that will have no influence on credit processes, regulate innovations better and involve the customer and be more unique to create a better customer experience. / MBA (Master of Business Administration), North-West University, Potchefstroom Campus, 2015

[pt] A atuação em redes estratégicas é fator crítico para o sucesso das empresas frente à complexidade dos empreendimentos contemporâneos. Globalmente, os meios de pagamento estão em franca revolução. Contrariando expectativas, o papel-moeda convive com o dinheiro eletrônico ao alvorecer do terceiro milênio. Esta realidade, presente no mercado doméstico e internacional, demanda dinamismo na gestão da guarda, do processamento e da distribuição de valores. O ambiente competitivo em que os bancos de varejo estão inseridos recomenda gerenciamento eficaz de um sistema logístico em um novo ambiente de maiores exigências por automação, flexibilidade e segurança. A convergência dessas demandas associada à consciência de que a sobrevivência dos empreendimentos depende da capacidade de interações associativas sugerem a importância da integração em redes de alianças estratégicas. O presente trabalho tem como objetivo contribuir às investigações sobre a gestão das empresas em redes de relacionamento, focando na questão de suas implicações sobre sua conduta e seu desempenho. Tem como caso de estudo as Unidades Regionais de Tesouraria do Banco do Brasil, buscando responder a seguinte pergunta: quais as percepções dos gestores das Unidades Regionais de Tesouraria do Banco do Brasil a respeito dos impactos das diversas redes e alianças estabelecidas pelo Banco? Com auxílio de um novo ferramental para realizar análises estratégicas na perspectiva relacional - Modelo Macedo-Soares Strategic Network Analysis (2002) - este trabalho busca analisar as implicações estratégicas da associação em Redes e Alianças sobre os negócios e estratégias do Banco do Brasil, relativos à gestão da guarda, processamento e distribuição de valores. / [en] The performance in strategic networks is a critical factor for the company success, in the face of the current complex environment. Globally, the payment systems are in broad revolution. Against expectations, currency (bills and coins) lives together with the electronic money in the dawn of the third millennium. This reality, true in the domestic and international market, demands dynamism of the keeping, processing and distribution of values. The competitive environment in which retail banks are inserted recommends effective administration of a logistics system in a new context of larger demands for automation, flexibility and security. The convergence of those demands as well as the awareness that the survival of the enterprise depends on the capacity of collaborative interactions suggest the importance of firm integration in strategic networks. The objective of this thesis is to contribute to research in strategic management of firms embedded in organizational networks, highlighting the latter´s implications for firm conduct and performance. It is focused on the Banco do Brasil´s Regional Units of Treasury, in an attempt to answer the following question: what is management´s perception, regarding the strategic of Banco do Brasil´s established networks or alliances? By way of a new framework to help carry out strategic analyses from a relational perspective - Macedo- Soares` Model/ Strategic Network Analysis (2002) - this study aims at analyzing the strategic implications of those Units´ alliances and networks, relative to the keeping, processing and distribution of values.