Propuesta de un modelo de gestión para el mejoramiento de la percepción de la calidad del servicio en Mutualista Pichincha agencia Latacunga.
The financial system in Ecuador has evolved; the level of competitiveness for these financial organizations is high. In order to grow in the market, companies must have distinguishing factors. Among them is: service quality management. One of the difficulties at ‘Mutualista Pichincha Agencia Latacun...
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| Glavni autor: | |
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| Format: | masterThesis |
| Jezik: | spa |
| Izdano: |
2021
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| Teme: | |
| Online pristup: | http://repositorio.utc.edu.ec/handle/27000/7666 |
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Dodaj oznaku | Sažetak: | The financial system in Ecuador has evolved; the level of competitiveness for these financial organizations is high. In order to grow in the market, companies must have distinguishing factors. Among them is: service quality management. One of the difficulties at ‘Mutualista Pichincha Agencia Latacunga’ is handling complaints regarding customer service. The purpose of this research study was to develop a proposal for a management model to improve the perception of service quality. The theoretical foundation was based on management axes, quality of service and customer service. The research was descriptive with quantitative and qualitative data analysis. The methodology to determine the perception of customers was through the application of standardized SERVQUAL measurement questionnaires; data analysis and validation was through descriptive and inferential statistics. The results reflected that; 43.3% of customers are dissatisfied with the speed of the service. 41.8% indicated that there is a lack of interest given by employees to solve problems. 35.8% considered that ‘Mutualista Pichincha’ does not know what the specific needs of its customers are. According to this, a quality management model with a unique focus on customers was proposed. |
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