ANÁLISE DA SATISFAÇÃO DOS CLIENTES COM RELAÇÃO AO SERVIÇO INTERNET BANKING EM AGÊNCIAS BANCÁRIAS.

Abstract

Satisfaction can be considered as an emotional state, which can be modified whenever it takes into account aspects and behaviors around you. The main objective of organizations, which has led to a lot of research and studies, is on how to achieve customer satisfaction. In the days when we live today with so many innovations and technologies, customers do not accept a quality media service, they change until they find an organization that fulfills their needs and reaches their goals. That is why organizations and their employees must pay attention to what their customers are looking for, because what the customer wants most value is quality in their services. Internet Banking is a term used for banking transactions through the internet. Understanding consumer satisfaction is essential for companies to achieve their goal, that is, satisfaction is the result that all organizations want. The results of this research contribute to the better development of the use of internet banking in bank branches. This assessment shows which points organizations have to be more committed to in order to achieve satisfaction. Organizations have to be in constant study since technology is constantly evolving, and they depend on it to grow, maintain or increase their customer loyalty. The survey also showed what customers expect from organizations to be loyal to them.