Comunicação interna: a percepção dos cooperados sobre a eficiência e a eficácia dos canais de comunicação utilizados pelo Sicoob Credfaz

Abstract

The article consists of a case study on the perception of the cooperative on the efficiency and effectiveness of communication channels used by Sicoob Credfaz, a credit union based in Brasilia, established in 1995 and whose function is to serve as a resource for the servers of the Ministry of Finance and the structure of the organs of the Presidency of the Republic, currently counting little over 4,500 members. The question asks whether the communication channels of the cooperative fulfill the function of bringing information accurately to members. The overall goal is to analyze the perception of cooperative on the efficiency and effectiveness of communication channels used by the Cooperative. The methodology consisted of literature review and case study, having structured and closed questionnaire as a tool for data collection. The results indicate that the communication channels used by the Cooperative contribute to a good relationship with the client, especially if the e-mail, web site and phone.