Abstract
Credit cooperativism is characterized by providing access to financial services and intermediation of funds, taking risks and generating benefits. In more mature economies works as a booster of strategic economic sectors, including occupying spaces not filled by banking institutions, in response to the worldwide phenomenon of concentration in the industry. This study aims to evaluate the quality of services provided by a cooperative credit northeast from the expectations of its members. From multivariate techniques and univariate statistical analysis of data, the search resulted in the identification of negative gaps between expectation and performance on the dimensions of the quality of services provided by the cooperative from the proposed model SERVQUAL scale.
Highlights
Credit cooperativism is characterized by providing access to financial services and intermediation of funds, taking risks and generating benefits
The survey was conducted to assess the quality of the services provided by a Credit Union in northeastern Brazil from the expectations and perceptions of your customers, using as a reference the Servqual Scale, scale already validated by several studies, being a suitable measuring instrument to measure the quality of services (PARASURAMAN; ZEITHAML; BERRY, 1988; CRONIN JR.; TAYLOR, 1992)
At the end of the 19th century, the cooperativism is characterized for being a union of people in search of solutions to the problems faced by the cooperative members, based on principles such as democracy, free membership, participation, independence, responsibility and social interest
Summary
Credit cooperativism is characterized by providing access to financial services and intermediation of funds, taking risks and generating benefits. In more mature economies works as a booster of strategic economic sectors, including occupying spaces not filled by banking institutions, in response to the worldwide phenomenon of concentration in the sector (SOARES; MELO SOBRINHO, 2008). Quantitative analysis of the segment in Brazil shows significant growth in the number of cooperatives in the decades of 1980 and 1990, from 430 in 1980 to 1420 in 2002. It is worth noting that approximately 35% of current financial cooperatives were formed from the years 90, a period that corresponds to the stabilization of the brazilian economy, with inflationary rates and consequent fall in revenue of the banks, causing reduction of own business in comprehensiveness, opening, room for credit unions (SOARES; MELO SOBRINHO, 2008)
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