Calidad de servicio y satisfacción del usuario en las instituciones financieras del cantón Suscal

Abstract

Abstract Service quality and customer satisfaction are elements that are pretty much linked together; as well as, it is a very important aspect to be considered inside the organizations, therefore, the present research work aims at determining the perception users have regarding the quality of service and satisfaction in the financial institutions from the Suscal Canton. Consequently, the quantitative method was used, thru the application of instruments to gather the sociodemographic data from 387 users, in addition, the users’ perceptions regarding aspects such as tangible elements, reliability, empathy answer capacity, safety, as well as, indicators to measure their satisfaction degree. Information was gathered thru the use of Google forms, which seems to be both upstanding and reliable. Results from the statistical analysis suggest that customers feel moderately satisfied with the quality of service they receive from the financial institutions, and their level of satisfaction is 63.82%; which stands as a high level. It is also significant to highlight important aspects such as modernity, the attractiveness of the teams, and most of all the proper attention and interest on the part of the employees when carrying out the processes both quickly and efficiently for a suitable performance of the entity. Thus, it can be concluded that there exists a direct relationship between service quality and customer satisfaction. Keywords: Customer satisfaction, quality of service, financial institutions.