The banking sector, characterized by its high competitiveness, requires service excellence as a
way to differentiate and ensure profitability. Based on this, the objective of this study was to
identify the perception of corporate clients (PJ) regarding the quality of services provided by a
bank branch in Manaus-AM. The methodology adopted was a mixed qualitative and
quantitative approach, conducted through a case study. Data collection occurred through a
structured questionnaire with 21 questions, applied to 80 corporate clients. The results showed
that, in general, clients perceive a good relationship between staff and customers, recognize that
technology contributes to the quality and agility of services, and positively evaluate the physical
environment, considering it safe and clean. However, the need for improvements in specific
areas was identified, such as: waiting time, where clients highlighted the importance of reducing
queues and speeding up service, and the quality of information and resolutions, suggesting a
focus on providing clearer guidance and effective solutions for their needs. It is concluded that
by implementing improvements in these areas, the branch has the potential to significantly
increase the satisfaction and loyalty of its corporate clients, strengthening its competitive
position in the market.
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