FACTORES QUE DETERMINAN LA CALIDAD DE SERVICIO EN LA COOPERATIVA DE AHORRO Y CRÉDITO CALCETA LTDA.

Abstract

This paper evaluate the level of satisfaction with their clients about the different financial products and services offered in the saving and credit services provided “Calceta Ltda” Credit Union. In Ecuador, credit unions represent a significant number of banking institutions, the quality level reached by the Calceta credit union in the offered services are essentially in the customer service, variety of services and confidence of the institution, the analysis is based on the identification, description and evaluation of the offered services, so in this way the satisfaction of the customers becomes clear, which will influence in the future development and growth of the cooperative. The results showed that 83.3% of the members of the Credit Union, feel very satisfied, and they identify the life insurance and savings accounts as the two most important services of this institution. The customer service was the best quality evaluated by the partners, because more than 90% rated it as excellent. Finally, the study identified weaknesses in the credit union, which refer to the need for improving infrastructure and offering some services such as credit cards and online service...