Calidad de atención al cliente en la Cooperativa JEP del cantón Puebloviejo
| dc.contributor.advisor | Lozano Chaguay, Luis | |
| dc.contributor.author | Mosquera Zambrano, Helen Carolina | |
| dc.date.accessioned | 2021-01-26T16:24:03Z | |
| dc.date.available | 2021-01-26T16:24:03Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/9126 | |
| dc.description | The importance of customer service is increasingly an important factor for the management of public or private institutions, because customers or users are currently looking for quality products and services accompanied by timely, efficient and effective attention, which represents an added value in the development of internal activities in organizations. The study on the quality of care in the Cooperativa de Ahorro y Crédito JEP aims to analyze business activities related to the customer service process and how they influence the perception of users in access to financial products and services offered by the institution. The methodology of the project is made up of the types of descriptive and field research, because all the information obtained from the observation subjects is administered for the identification of the main problematic facts, in addition the inductive and deductive methods were applied, supported by the use of the survey as a technique, which has a questionnaire addressed to users of financial products that allowed obtaining as main conclusions a limited physical space in the mediations of the Cooperativa de Ahorro y Creditos JEP, agency of the Puebloviejo canton, absenteeism, complacent advice on the institution's services, weak empowerment of the processes by human talent and inadequate response to requests incomplaints and claims; Main weaknesses that affect the institutional image with respect to the care process. | es_ES |
| dc.description | The importance of customer service is increasingly an important factor for the management of public or private institutions, because customers or users are currently looking for quality products and services accompanied by timely, efficient and effective attention, which represents an added value in the development of internal activities in organizations. The study on the quality of care in the Cooperativa de Ahorro y Crédito JEP aims to analyze business activities related to the customer service process and how they influence the perception of users in access to financial products and services offered by the institution. The methodology of the project is made up of the types of descriptive and field research, because all the information obtained from the observation subjects is administered for the identification of the main problematic facts, in addition the inductive and deductive methods were applied, supported by the use of the survey as a technique, which has a questionnaire addressed to users of financial products that allowed obtaining as main conclusions a limited physical space in the mediations of the Cooperativa de Ahorro y Creditos JEP, agency of the Puebloviejo canton, absenteeism, complacent advice on the institution's services, weak empowerment of the processes by human talent and inadequate response to requests incomplaints and claims; Main weaknesses that affect the institutional image with respect to the care process. | es_ES |
| dc.description.abstract | La importancia de la atención al cliente cada vez es un factor importante para la gestión de las instituciones públicas o privadas, debido a que los clientes o usuarios en la actualidad buscan productos y servicios de calidad acompañado de una atención oportuna, eficiente y eficaz, que represente un valor agregado en el desarrollo de las actividades internas en las organizaciones. El estudio sobre la calidad de atención en la Cooperativa de Ahorro y Crédito JEP tiene como objetivo analizar las actividades empresariales relacionadas con el proceso de atención al cliente y cómo influyen en la percepción de los usuarios en el acceso a los productos y servicios financieros ofertados por la institución. La metodología del proyecto se conforma por los tipos de investigaciones descriptiva y de campo, porque se administra toda la información obtenida de los sujetos de observación para la identificación de los principales hechos problemáticos, además se aplicaron los métodos inductivo y deductivo, apoyados con la utilización de la encuesta como técnica, la cual posee un cuestionario dirigido a los usuarios de productos financieros que permitió obtener como principales conclusiones un limitado espacio físico en las mediaciones de la Cooperativa de Ahorro y Créditos JEP agencia del cantón Puebloviejo, absentismo laboral, displicente asesoramiento sobre los servicios de la institución, débil empoderamiento de los procesos por parte del talento humano e inadecuada respuesta de solicitudes en quejas y reclamos; debilidades principales que afectan la imagen institucional con respecto al proceso de atención. | es_ES |
| dc.format.extent | 33 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2021 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Calidad | es_ES |
| dc.subject | Atención al cliente | es_ES |
| dc.subject | Absentismo | es_ES |
| dc.subject | Imagen institucional | es_ES |
| dc.title | Calidad de atención al cliente en la Cooperativa JEP del cantón Puebloviejo | es_ES |
| dc.type | bachelorThesis | es_ES |
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