Professional competencies relevant to quality in retail banking services
Main Article Content
Abstract
Supported by the competence-based management approach, this paper discusses a study to identity which professional competencies are required to achieve top standards of quality in retail banking services, in the Banco do Brasil context. The data was collected through semi-structured questionnaires, in a sample including 295 clerks, 56 managers, and 484 customers of Banco do Brasil. Factorial analysis, reliability tests, analysis of variance, and multiple regression provided the bulk of the statistical data analysis. The results pointed 42 relevant professional competencies. The importance ascribed to such competencies was higher among managers than among clerks and customers. Gender emerged as the best predictive variable for the clerks perceptive profile, while educational background predominated among customers. The paper also presents practical advice and new research guidance.
Downloads
Download data is not yet available.
Article Details
How to Cite
Brandão, H. P., Guimarães, T. de A., & Borges-Andrade, J. E. (2001). Professional competencies relevant to quality in retail banking services. Brazilian Journal of Public Administration, 35(6), 61 a 81. Retrieved from https://periodicos.fgv.br/rap/article/view/6415
Issue
Section
Article
The Brazilian Journal of Public Administration (RAP) undertakes to contribute to the protection of authors’ intellectual rights. On this matter:
- It uses the Creative Commons BY (CC-BY) license for all texts it publishes, except when there is indication of specific holders of copyrights and property rights;
- It uses the similarity verification software of content - Plagiarism (Crossref Similarity Check);
- It takes actions to fight against plagiarism and ethical misconduct aligned with the guidelines of the Committee on Publication Ethics (COPE).
Further information on the Code of Ethics adopted by RAP can be found in Ethical Standards and Code of Conduct.