Extensión La Troncal - Administración de Empresas
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Examinando Extensión La Troncal - Administración de Empresas por Autor "Asanza Saavedra, Ronnal Bryan"
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- ÍtemAcceso AbiertoAnálisis de la calidad de servicio en el sector financiero de la economía popular y solidaria del Cantón La Troncal.(Universidad Católica de Cuenca., 2022) Asanza Saavedra, Ronnal Bryan; Pesantez Molina, Geovanny; 0705253169This research reviewed different models for measuring service quality in financial institutions to evaluate the perception of service quality by the Cooperative of Savings and Credit members of the "Economía Popular y Solidaria" (EPS) of La Troncal Canton. For this purpose, a quantitative methodology was applied, with a descriptive approach of non-experimental design and crosssectional design; the validated instrument was the SERVPERF model by Cronin and Taylor (1992, 1994). The proposed technique is a questionnaire comprising 22 questions on a 5-point Likert scale structured by five dimensions: tangible aspects, reliability, responsiveness, security, and empathy. This scale was designed to measure the quality of service perceived by users. Based on the above, 50.90% of the population, corresponding to the empathy variable, totally agree with the attention and service received. Regarding the direct beneficiaries, we have the branch managers who will have the results that will allow them to make improvement decisions if they consider it necessary. Also, to position themselves within the market as indirect beneficiaries to external customers since improvement actions will be established if it is a more optimal service with highly acceptable quality. The research was feasible thanks to the acceptance of two of the four cooperatives of the segment 1 of the EPS of La Troncal canton.