Calidad del Servicio y la Captación de Clientes en la Cooperativa de Ahorro y Crédito Ecuafuturo, ciudad de Ambato
ABSTRACT: The objective of this research was to determine the quality of service and its impact on customer acquisition at the Ecuafuturo Savings and Loan in the Ambato city, using a hypothetical-deductive methodology with a descriptive and explanatory type of research and a non-experimental design....
Shranjeno v:
| Glavni avtor: | |
|---|---|
| Format: | bachelorThesis |
| Jezik: | spa |
| Izdano: |
2024
|
| Teme: | |
| Online dostop: | http://dspace.unach.edu.ec/handle/51000/13192 |
| Oznake: |
Označite
Brez oznak, prvi označite!
|
Označite | Izvleček: | ABSTRACT: The objective of this research was to determine the quality of service and its impact on customer acquisition at the Ecuafuturo Savings and Loan in the Ambato city, using a hypothetical-deductive methodology with a descriptive and explanatory type of research and a non-experimental design. Ecuafuturo, Ambato city, for which a hypothetical-deductive methodology was used with a descriptive, explanatory type of research and a non-experimental design, the data were obtained through surveys directed to 237 partners/customers and 16 people working in the institution, to understand the quality of service the questionnaire instrument was applied in binary and Likert scale binary and Likert scale. In addition, the data processed and the reliability of the surveys passed through Croubach's alpha and the testing of the hypothesis through the Chi-square test using Excel and SPSS applications, which helped to determine whether the quality of service affects the attraction of customers. The results showed that the majority of members/customers consider the quality of the financial service offered by the credit union to be satisfactory, and that the key factors that stand out for customer acquisition are the trust of the customer service staff, knowing how to recognize needs, and word-of-mouth recommendations. It is also considered that there is a need to technology should be improved by implementing debit cards and mobile banking. Keywords: Quality of service- Ecuafutmo Savings and Loan - Customer acqusition-Technology. |
|---|