Resumo

ROMERO, Gerardo E. Principios y valores éticos en las organizaciones bancarias respecto a la calidad del servicio y atención al cliente . Revista Venezolana de Gerencia [online]. 2006, vol.11, n.36, pp.638-655. ISSN 2477-9423.

This article reveals the relation between ethical principles and values professed by banking organizations in processes of quality of service and client attention through the identification of values, beliefs and attitudes present in its organizational culture, and through descriptive analysis. Transversal descriptive field research was undertaken to reply to the objectives proposed. The conclusions were oriented towards the ethical principles proposed and are not understood in the same order of importance and that ethical values are determining factors in the offer of good quality attention in financial services, suggesting certain managerial lines for the creation and implementation of an ethical code for labor conduct in order to guarantee the preservation and protection of both the users and the members of banking institutions in a spirit of service within a integral ethical focus.

Palavras-chave : Ethical principles; ethical values; quality of service; client attention; bank organization.