Análisis de la calidad de los servicios en línea y la satisfacción de los clientes del Banco Internacional de la ciudad de Guayaquil.

Abstract

The present research aims to present the results of the analysis of the perception of the clients of the Banco Internacional surplus the quality of the service received through the online banking. Its objective is to analyze the relation between quality and satisfaction of the Banco Internacional users to present new proposal to better them. The study is quantitative, for which it is used a non-probabilistic and the survey technique is applied to clients for the lifting of the primary information. The objective is achieved through the use of the SERVQUAL model to measure the impact of the variables or measurements established and analyze their impact on the quality of online banking services of the Banco Internacional. It is analyzed by statistics with evaluation of factorial analysis. The result is that most of the Banco Internacional's clients feel satisfied with the services provided in the financial institution's online banking. It evidences that this perception study allows to obtain relevant conclusions that contribute to design and implement improvement lines in the current strategies of quality of the online banking that can be used as a model in other banking institutions that incurs into the online banking.