Satisfacción de los socios con los productos y servicios de las cooperativas de ahorro y crédito del segmento 1 de la ciudad de Loja

Customer satisfaction is a key concern for any financial institution, as it influences client loyalty and long-term sustainability. For this reason, the study focused on evaluating member satisfaction based on the quality of products and services as a sustainability strategy for savings and credit cooperatives in Segment 1 of the city of Loja. To achieve this, the research employed a mixed-method approach with the following scopes: exploratory, due to the collection of primary data; descriptive, as it characterized the study’s objects and subjects; and correlational, due to the analysis of relationships between different study variables. A questionnaire was administered through a survey technique to 384 members, both virtually and in person. The results indicated that CACPE Loja is the most financially efficient despite being the smallest in terms of assets. Additionally, members rated financial services at 4.00 out of 5.00, making them the highest-rated aspect in comparison to financial products and digital banking. However, it was observed that digital banking quality had the highest correlation with overall satisfaction. Finally, based on the obtained results, strategies were proposed to improve the lowest-rated dimensions, such as the accuracy and reliability of financial services and the reliability of digital banking.

• Váldodahkki: Cumbicus Merchan, Juan Carlos (author)
• Materiálatiipa: bachelorThesis
• Giella: spa
• Almmustuhtton: 2025
• Fáttát: FINANZAS; PRODUCTOS; AHORRO; CREDITO
• Liŋkkat: https://dspace.unl.edu.ec/jspui/handle/123456789/32336