ANÁLISIS DE LA CALIDAD DEL SERVICIO DE LA COOPERATIVA DE AHORRO Y CRÉDITO PADRE JULIÁN LORENTE MEDIANTE EL SERVPERF

This research was developed to know the quality of service offered by the Savings and Credit Cooperative "Father Julián Lorente" through the SERVPERF model because it allows to measure exclusively the perception of performance that reflects the service offered by the cooperative, taking into account five dimensions such as: Tangibility, related to physical facilities, equipment and appearance of staff; Reliability, the ability to perform the promised service reliably and accurately; Responsiveness is the will to help customers and provide a quick service; Safety is the knowledge and courtesy of employees and their ability to inspire trust and safety; and Empathy, is the personalized attention that the institution offers to its clients. The main objective is to measure the quality of service of the Savings and Credit Cooperative "Father Julián Lorente" through THE SERVPERF, in terms of the methodology the descriptive, qualitative and quantitative methods were used, which allowed to substantiate its to determine and analyze the factors that led to assessing the conformity acquired by customers with respect to the service they receive in the entity. Research techniques were applied such as: the execution of surveys to clients to know precisely the most transcendental aspects of the service offered by the institution and the difficulties presented in it. The instrument applied in the independent variable study was the questionnaire, consisting of 12 questions in which the Likert scale was used to measure customer satisfaction and was therefore applied to a sample of 380 customers. In addition, descriptive statistics, inferential statistics and the SPSS 23.0 program were used for data processing for the development of the database template. The results obtained made it possible to determine that there is a strong correlation between the quality of service perceived by customers and each of the dimensions, thus concluding that the responsiveness dimension has a coefficient of Low correlation that is 0.699, on the other hand the highest valuations were the tangibility and reliability dimensions with a valuation of 0.859 and 0.853 respectively that equate to a very strong positive scale.

• 1. autor: Navarrete Zambrano, Gina Lizbeth (author)
• Format: bachelorThesis
• Język: spa
• Wydane: 2019
• Hasła przedmiotowe: BANCA Y FINANZAS; CALIDAD DE SERVICIO; COOPERATIVA DE AHORRO Y CRÉDITO; SERVPERF
• Dostęp online: http://dspace.unl.edu.ec/jspui/handle/123456789/22087