Gestão da qualidade dos serviços bancários em Moçambique

Abstract

In the economies of certain less developed countries like Mozambique, banks are the main financiers of economic activity. They justify i) the small size of the bond market, ii) the reduced self-financing capacity of companies, and iii) the fact that banks are the main destination for household savings (Fernandes, 2000). This fact is accompanied by the growing competitiveness of the banking market, and the accessibility to information, also causing changes in the behavior of consumers of banking services, which become increasingly demanding. With growing competition, where the distinction between price and product or service is increasingly reduced, quality management assumes a key differentiating factor for strategic management both for the achievement of company objectives and also for consumer satisfaction. It is in this context that this work aims to analyze the quality of services provided by banks in Mozambique, based on the perception of customers. To carry out this research, the study was carried out in the province and city of Maputo, covering three financial institutions, namely Millennium BIM, Standard Bank and BCI Fomento, and focused on bank deposits and withdrawals. The methodology used was characterized by bibliographical and documental review, research of articles on the Internet and interviews with agents linked to banking. In order to analyze the quality of the service perceived, surveys were carried out among bank customers. The analysis made between the level of customer expectations and the perceived quality of services provided in the institutions under study allowed us to conclude that i) the services provided by the bank's perceived quality of services in relation to deposits and withdrawals had a good average perception and an average appreciation positive. Thus, customers positively assess the quality of those services, ii) dissatisfaction with the quality of services provided is concentrated in the warehouses. Waiting time and length of service are crucial factors for customer satisfaction since they were the factors with the lowest perception of quality, and iii) there is a significant difference in the quality of service provided by the three financial institutions. However, for both Millennium BIM and Standard Bank, the results revealed insignificant differences found.