A avaliação da satisfação dos cooperados de uma cooperativa de crédito no sudoeste do Paraná

Abstract

The objective of this work was to identify the degree of satisfaction of members in relation to the service and products and services offered by a credit cooperative located in the southwest of Paraná. To this end, a questionnaire was applied to members located in the city of Pato Branco, in the southwest region of the state of Paraná, and members of the service points in the state of São Paulo. The research covered qualitative and quantitative aspects, addressing issues such as gender, income range, length of association and how members know the cooperative. In addition, questions were asked related to the degree of satisfaction with products, services and customer service. Based on the results, data analysis reveals that, for the most part, members are satisfied, recommending the cooperative as the main financial institution to work with. However, it is essential that the cooperative reevaluates some aspects, such as agility in service and improvement in the offer of certain products and services, as some responses indicated that expectations were not met, generating dissatisfaction.