Propuesta de modelo de gestión para la implementación de servicios virtuales de la Cooperativa Jardín Azuayo, caso de estudio Jubones 2.

Abstract

The following project focuses on research and development of a management model for a proper implementation of virtual services at the “Jubones 2” area of the “Jardin Azuayo” Savings and Credit Cooperative. The methodology applied is qualitative and quantitative, and because of it, recollection of information to establish deficiencies and requirements of members, workers and office managers was performed through polls and interviews using on-line resources to carry them. Due to the global health emergency, it was difficult to follow the established chronogram for in situ interviews. Shopkeepers, workers in charge of virtual services and managers of the Nabón, Pucará, Santa Isabel and San Fernando offices were interviewed; with the goal of acquiring data that allows comprehension of the localities’ realities. All for the betterment of the virtual services structure and increasing member loyalty. Research data was collected from a sample of 95 members from a 11,463 members population that used the virtual services at different localities. Information about connection, time optimization, usefulness and shopkeepers’ service; was collected. Additionally, a strengths, opportunities, weaknesses and threats analysis was performed to complement the information obtained and determine the strategies that will be included in the management model for the Jubones 2 territory. It is concluded that the “Jardin Azuayo” Savings and Credit Cooperative should: integrate follow-up plan for the Points of Sale (POS) and for the quality of attention received by members of the Cooperative, improve the virtual apps structure, analyse the liquidity of the POS, plan training programs for workers and shopkeepers, restructure external communication for territories because each one of them has different specifications, increase financial profit, keep a short distance between localities and increase member loyalty.