A Prestação dos serviços bancários e a sua relação com a satisfação e a intenção comportamental dos clientes na Pandemia do Covid-19

Abstract

The social distance caused by the Covid-19 pandemic led financial institutions to use the remote service as an alternative to face-to-face service. Despite the fact that banks started this movement many years ago, with the advent of the online universe, the question remains about the impact of this movement on customers. Therefore, the objectiv of this to analyze the relationship between the perception of customers of financial institutions on the performance of frontline employees, customer satisfaction and behavioral intent, during the social distance caused by the pandemic of COVID 19. The research has a descriptive-quantitative nature, and structural equation modeling is performed with the data collected through a survey. The research showed that the knowledge, competence, security and ease of relationship of the employee of the banking institutions generates a feeling of welcome, satisfaction, happiness and enchantment in the customer, making the customer return to enjoy products and services and, also, the refer the institution to friends and family.