Avaliação da qualidade em serviços de informação financeira segundo a percepção de seus usuários: um estudo de caso

Abstract

Abstract: This work was developed with the objective of presenting an investigation of the evaluation of the level of satisfaction of the financial information services provided by Economática, a Brazilian company active in the financial sector, with a view to subsidizing the understanding of the sector from the analysis of the strategic aspects , qualitative, added value of information and the understanding of financial information itself. Through the analysis of the questionnaires answered by 87 subjects, the described aspects were evaluated, based on a quality evaluation model adapted from the "SERVQUAL" instrument, developed by Parasuraman, for quality evaluation in services. It was verified that the qualitative aspects contained in the studied system are considered relevant for the users, as well as the level of evaluation of the relations between the users and the company's employees. As for the price of the service, it was possible to assess that the subjects consider it relatively expensive, which allows correlations to be made with Porter's studies, related to premium prices in products or services of superior quality.