Calidad del servicio que ofrece Banco Pichincha sucursal Babahoyo ante el uso de los canales alternativos
The use of alternative channels is a means of customer service established with the purpose of reducing the influx of people in the facilities of the Pichincha Bank agency in the city of Babahoyo, however, due to the low culture of use or weaknesses in the management of technological tools do not re...
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| Formato: | bachelorThesis |
| Publicado: |
2020
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| Acceso en línea: | http://dspace.utb.edu.ec/handle/49000/7599 |
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Agregar Etiqueta | Sumario: | The use of alternative channels is a means of customer service established with the purpose of reducing the influx of people in the facilities of the Pichincha Bank agency in the city of Babahoyo, however, due to the low culture of use or weaknesses in the management of technological tools do not reach performance indicators in the use of the means of care described, in addition, there are problems in its operation, such as reading the card in the magnetic stripe of ATMs, which sometimes are not operational , or failing that, the institution's computer system collapses and prevents the use of another alternative channel such as Web Banking, contexts that denote weaknesses in the administration of alternative user service strategies. The methodology applied in the case study consists of the type of descriptive research, inductive method, survey technique and questionnaire aimed at obtaining the greatest amount of information. The results obtained show a weak internal control in the management of alternative channels, which affects the institutional image of Banco Pichincha, where inconveniences have been determined with non-bank correspondents, web banking and ATMs. |
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