Resumo

BERDUGO-CORREA, Carmen Regina; BARBOSA-CORREA, Rodrigo Alberto  e  PRADA-ANGARITA, Lina Margarita. Relevant variables in the measuring of the perceived quality in bank service. Dyna rev.fac.nac.minas [online]. 2016, vol.83, n.197, pp.212-221. ISSN 0012-7353.  https://doi.org/10.15446/dyna.v83n197.55426.

The study of the perceived quality of services has been widely studied but little applied in the banking sector which attracts great interest from the institutions providing service and researchers. Given the complexity and large number of variables involved, the estimate becomes a challenge because of its multidimensional feature. This article aims to determine the variables that define the perceived quality of banking services, by analyzing the models proposed in the area and under a classification methodology that includes twenty scientific articles. For classification took into account: model variable, year of the proposal and application context. The analysis is done from the client's perspective of banking services, resulting in the following proposal for quality variables: tangibles, assurance, responsiveness, assurance, empathy, technology and connectivity, coverage and accessibility

Palavras-chave : Quality service; SERVQUAL; Bank Services.

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