Calidad esperada y su incidencia en la percepción de los socios de la Cooperativa de Ahorro y Crédito Agrícola Junín

The research carried out in the Junín Agricultural Savings and Credit Cooperative, had the objective of evaluating the expected quality and its incidence in the perception of the members, it was required to apply a descriptive and field methodological process, where three phases were executed: in the first stage, applying a bibliographic review, the suitability of using the SERVQUAL model to establish the evaluation tools was determined; After selecting the instruments, the expected quality and perceived quality were evaluated, for this purpose a sample of associates was selected, through the simple random method, with the collected data a diagnosis of the results was made, the discussion of the dimensions studied, the calculation of the service quality index, gap analysis and correlation of the variables; Finally, a proposal for an action plan was generated, detailing activities to help reduce the factors that affect it and improve conditions during the provision of services. The study identified the need to establish quality indicators, where after their application they determined the presence of a strong focus for the institution, which, however, does not stop presenting factors that do not exceed the expectations of the associates and that therefore Therefore, they need to be analyzed in greater detail, in addition to this, from the correlational study, it can be concluded that the expected quality has a direct impact on the perception of the partners and therefore, on satisfaction.

• 第一著者: Chávez Benavides, Geovanny Arturo (author)
• その他の著者: Chávez Bravo, Jandry Marcelo (author)
• フォーマット: bachelorThesis
• 言語: spa
• 出版事項: 2023
• 主題: Servicios; Calidad; Socios; Percepción; Expectativa
• オンライン･アクセス: http://repositorio.espam.edu.ec/handle/42000/2184