Medición de la calidad del servicio de los trabajadores del Banco Solidario del área de microcrédito en la ciudad de Chone en el primer semestre del año 2018.

Abstract

The purpose of this thesis was to evaluate the quality of the service of the users of the microcredit area of Banco Solidario of the city of Chone with the purpose of designing a proposal for the integral improvement of customer service. The research is quantitative and to conclude statistical programs were used. To measure the quality of service of the users of Banco Solidario´s microcredit area, in the city of Chone, the clients served in the first semester of 2018 were consulted. According to the bank's data, 861 people have been treated in this period and the sample is calculated based on this population. With a margin of error of 5% and level of reliability is 95%, it has been determined that the sample is 266 people, to whom the survey is applied. The main factors in which lower rates were determined in the customer service of the microcredit area are: reliability, responsiveness, security and empathy. The area of tangibility passed without problems. The quality of the service through the SERVQUAL model is averaged 6/7 in such a way that it meets 85% market demands. The answers agreed on an average of 88%. The Integral Customer Service Improvement Proposal has suggestions for communication strategies, organizational structure and action schedules to correct the detected shortcomings and to be better and better.