Estudio de la calidad de los productos y servicios que oferta la Cooperativa de Ahorro y Crédito de la Pequeña Empresa CACPE Loja

This research focuses on the study of the quality of the products and services offered by “CACPE Loja” Credit Union; quality is an essential element for an increasingly demanding service and is one of the factors that affects directly CACPE Loja members’ satisfaction and gain their loyalty to the institution to achieve economic and competitive stability in the market. This research aimed to study the quality of the products and services offered by this financial institution and subsequently propose strategies to improve it. Therefore, a financial analysis was carried out, and surveys were applied. The surveys were designed based on the five dimensions of the SERVPERF model and were adapted to the needs of the research. Also, a five-point Likert scale was used as a measurement tool to subsequently design an improvement proposal. The results obtained show that CACPE Loja offers high-quality products with 62% of the credit union members’ satisfaction, and 91% of members are satisfied with the services offered. The mean of members’ satisfaction was 4.5; the dimension with the lowest evaluation was the tangible element with 4.1, and the empathy dimension was the best valued with 4.8 favorable results obtained, which means that the credit union members are, in fact, satisfied.

• Hlavní autor: Granda Cano, Oscar Andrés (author)
• Médium: bachelorThesis
• Jazyk: spa
• Vydáno: 2022
• Témata: <FINANZAS>; <CACPE LOJA>; <ESTADOS FINANCIEROS>; <ANÁLISIS FINANCIERO>
• On-line přístup: https://dspace.unl.edu.ec/jspui/handle/123456789/25239