Competências profissionais relevantes à qualidade no atendimento bancário
Year: 2001
Type: article
Study design: Observational Study
Abstract: Supported by the competence-based management approach, this paper discusses a study to identity which professional competencies are required to achieve top standards of quality in retail banking services, in the Banco do Brasil context. The data was collected through semi-structured questionnaires, in a sample including 295 clerks, 56 managers, and 484 customers of Banco do Brasil. Factorial analysis, reliability tests, analysis of variance, and multiple regression provided the bulk of the statistical data analysis. The results pointed 42 relevant professional competencies. The importance ascribed to such competencies was higher among managers than among clerks and customers. Gender emerged as the best predictive variable for the clerks perceptive profile, while educational background predominated among customers. The paper also presents practical advice and new research guidance.
Source: Americanae (AECID Library)
Language: Portuguese
Subfield: Social Psychology
Field: Psychology
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1540143987