Análisis del nivel de satisfacción por el uso de cajeros inteligentes de entidades bancarias en la ciudad de Guayaquil.

Abstract

The purpose of this research is to analyze the level of satisfaction and its relationship with the use of smart ATMs of banking entities in the city of Guayaquil. In order to carry out the research, a review of various sources was carried out that allowed to theoretically substantiate the study topic. It is a research with a mixed approach that allowed the collection of primary and secondary data, and a survey was applied to people from different sectors of the province of Guayas, managing to gather valuable information that was tabulated, graphed and analyzed to specify the opinions in percentage. and to know the level of satisfaction of those surveyed, regarding the use of smart ATMs. A sample of 384 people was used; It was possible to know through the answers obtained in the different questions, that most of the people have used smart ATMs, however, there is not full satisfaction with the service, mentioning among other aspects, not being very satisfied with the amounts minimum amounts of money allowed to carry out transactions through these ATMs, as well as banknotes rejections, which results in a longer time to carry out the operation. Some improvements are proposed that contribute to the satisfaction of smart ATM users, according to the analysis carried out in the research.