Satisfação dos cooperados do Sicoob Oestecred de Palmeira das Missões/RS

Abstract

Cooperativism emerged as a new organizational medium in the economy, being a union of economic and social values. Among its modalities, there is the credit cooperative, whose objective is to promote to its members financial assistance, fundraising operations, provision of services, granting of credits, loans with lower interest, among other benefits, being verified, in recent years, an expansion of the range of banking services of these cooperatives, aiming to serve more and more the associates and the population in general. Thus, one of the main purposes of these institutions is to ensure the satisfaction of their members. Thus, the present study aimed to identify the level of satisfaction of the members of the financial institution Sicoob Oestecredi of Palmeira das Missões/RS. As a method, a quantitative and descriptive approach was adopted. For data collection, a questionnaire was applied, with the participation of fifty-eight associates, and elements such as the degree of satisfaction of the cooperative members, application of the Net Promoter Score (NPS) tool and profile of the cooperative members were analyzed. By way of conclusion, it was evidenced that the associates, in general, are satisfied with all the elements that involve the service marketing of the financial institution Sicoob Oestecredi of Palmeira das Missões/RS. Some aspects such as bureaucracy and hiring, however, need to be optimized, but, in general, do not interfere significantly in the satisfaction of associates.