Calidad del servicio en la Cooperativa de Ahorro y Crédito “Manuel Esteban Godoy Ortega”, a través del modelo ServPerf

Service quality in financial institutions, in this case credit unions, has become an important area for their success and sustainability. The "Manuel Esteban Godoy Ortega" Savings and Loan Cooperative seeks to improve the quality of its services, which is why it aims to analyze the quality of service through the ServPerf model, as the main objective of the research. The research had a mixed approach methodology, with different scopes, the first scope is exploratory, because the research lacks previous information; the second scope was descriptive because it details the punctual characteristics of the cooperative's service quality, and finally, the correlational scope, since the relationship between service quality and the different dimensions of ServPerf was sought. The study used is transversal or transactional because it collected information by surveying a sample of 151 members, which made it possible to measure the quality of service in the following dimensions: tangible elements, reliability, responsiveness, security and empathy. The results show that on an average out of 5, all dimensions are above 3.5, the highest being the security dimension with 4.14 and the lowest being the reliability dimension with 3.71, ratifying a satisfactory response of the members to the quality of the services offered by the cooperative. In conclusion, it is mentioned that the members are mostly satisfied with the dimensions of tangible elements and security, being important factors to maintain the reliability of the members towards the cooperative.

• 第一著者: Marvin Fabricio, Achupallas Quirola (author)
• フォーマット: bachelorThesis
• 言語: spa
• 出版事項: 2024
• 主題: FINANZAS; SISTEMA FINANCIERO; SOCIO; CLIENTE
• オンライン･アクセス: https://dspace.unl.edu.ec/jspui/handle/123456789/31412