Propuesta metodológica para la mitigación de la rotación de los corresponsales no bancarios de la ciudad de Guayaquil.

Abstract

The CNBs are private entities that function as a banking service attention center, managing to obtain a series of benefits by being part of the financial institution's network; however, they can visualize elements that generate their dissatisfaction, leading to a change in the banking entity. Consequently, the objective of the research was to analyze the control factors that affect the turnover of non-banking correspondents in the city of Guayaquil, period 2016-2021 through a field investigation. The applied methodology corresponded to a quantitative approach, non-experimental and descriptive design; For data collection, a survey addressed to 362 CNB was used. The results indicated that the CNB are found mostly in stores/minimarket (30.9%), with a time of 5 to 9 years (35.1%) and forming part of the Banco del Pichincha (27.1%). On the other hand, deposits (61%), withdrawals (58.3%) and the collection of basic services (54.1%) constitute the most used services. As for the factors that can lead to the rotation of the CNB, the lack of training, the absence of the operating manual, money problems or technological platforms, lack of visits and advice in the presence of difficulties, are integrated, in coupled with dissatisfied commissions and limited advertising. An improvement plan based on three strategies was designed with the purpose of improving the current situation of the CNBs.