Nível de satisfação dos associados em uma Instituição Financeira Cooperativa do Rio Grande do Sul

Abstract

The present article refers to a study conducted in a cooperative financial institution located in Rio Grande do Sul, aiming to analyze the relationship of the institution with its members by assessing their satisfaction with the services provided by employees and the products used. For this purpose, a qualitative and quantitative research was developed. In the first part, it was possible to identify the profile of the member and understand satisfaction indicators. In the second part, member satisfaction was measured, and suggestions were collected through a formal survey with 34 questions, including 33 closed-ended questions and 1 open-ended question. The survey was conducted using Google Forms from September 18, 2023, to September 30, 2023, resulting in 52 responses, of which 21 were utilized in the sampling. The analysis and interpretation of the results revealed that members are satisfied with the institution, but there are small areas for improvement, such as the application and the distribution of gifts, which should receive greater attention to ensure constant satisfaction