EXPECTATIONS AND PERFORMANCE IN THE BRAZILIAN NORTHEAST CREDIT UNION

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.