Abstract:
Bank branches have become a place of great importance for people looking for
financial solutions. However, in these moments the client is passive of finding himself
in unpleasant situations that can be inherent to the low quality of service of certain
agencies. Thus, the objective of this article is to analyze the evolution of bank branch
services according to demand, and how the administration professional can
contribute to this service. Bearing in mind how much a service can influence
customer loyalty, this article seeks to answer the following problem question: How
can management and can contribute to improving banking services and customer
loyalty for this type of service? To answer this problem, bibliographic research in
scientific articles and books was used as a methodology. This work is justified by the
need to evaluate how the banking service system works, in order to attribute
knowledge in various ways. In view of the above, it is valid to consider the need to
implement improvement strategies in the service of bank branches and that the
Administration has tools that can substantially contribute to this demand and help
these institutions in the loyalty of their customers.
