Análisis de la satisfacción de los clientes en instituciones financieras con respecto a la calidad del servicio en el cantón General Villamil Playas.

Abstract

The main objective of this research work is to analyze the level of customer satisfaction in financial institutions with respect to the quality of service in the canton General Villamil Playas, for its realization the relevance of theories, concepts and research methodology was highlighted. In the case of methodology, a descriptive type of research with quantitative approach and non-experimental cross-sectional design was used. A questionnaire based on the Servqual Model was used as a data collection tool and based on these results, the respective analysis of each of the questions was carried out. Thus, it was possible to identify the main factors that intervened in the perception of users in each of the dimensions studied, and proposals for improvement focused on addressing the main determining factors in the perception of users. Finally, the main conclusions and recommendations of the study were determined based on the detailed information and the results of the study.