Satisfação do associado em relação ao atendimento, produtos e serviços de uma cooperativa de crédito

Abstract

This work aims to show us the importance of quality service in credit unions and how important member satisfaction is today. Analyzing the questionnaires applied to members, we realized that the differential that each cooperative presents to society is the service in a different and more humane way. In each service provided, employees follow the principles of cooperativism, helping social growth and adding financial growth, by offering products and services according to the real needs of each member. To achieve the objectives, a questionnaire was conducted with questions related to the products and services and the service where they were directed to the agency's associates, to achieve the objectives of the present study. The questionnaire applied did not obtain segmentation in portfolios or income brackets, thus covering the entire base of associates at the agency. Based on the analysis of the data, it can be concluded that the associates are satisfied with the service provided and that they recommend cooperatives to those known as the main financial institution to work, but some points regarding service and agility in the processes and services offered need to be analyzed by part of the cooperative, since some products and services generated dissatisfaction at some point.