Competências individuais, segundo a percepção de funcionários e clientes do setor bancário da cidade de Resende - RJ

Abstract

The theoretical support for this research is concentrated upon the competence based management principles. Its objective overall is to identify the employees and clients perceptions regarding the individual competencies developed, acquired and applied by the bank workers during their daily routine. A revision survey of the literature for the concept of competence is presented as well as a historical report about the banking institutions and the evolution of the activities of their employees. Two banking agencies in the city of Resende RJ have been analyzed, one public and the other one private, aiming at the comparison of the perceptions among the bank workers and with that of their clients afterwards. As a means to data collection a questionnaire to be responded by the bank workers and the clients was applied. The results showed to be positive for the bank workers perception of their individual competencies. However, the clients perception for the public bank was showed to be otherwise but the clients perception for the private was showed the same.