PLAN PARA LA ADMINISTRACIÓN Y ABASTECIMIENTO DE EFECTIVO EN CANALES DE SERVICIOS DE UNA INSTITUCIÓN FINANCIERA 2020

Abstract

Abstract: The general objective of this study was to develop a plan to manage and supply cash in service channels offered by a financial institution in the city of Loja, Ecuador. The institution has presented problems related to the services offered through the ATMs, generating disagreement both in the institution's staff and in the users of the services. A survey was applied to supervisors and operators of the atm's, to find out their opinions and experiences about the service provided by the institution, as well as an interview with officials and information on the opinion of the users of financial services obtained was added. through a survey. A descriptive research was carried out with a mixed quantitative / qualitative approach. It was possible to know that the biggest problems are centered on the cost of armored transport, the time in which the money is delivered to the agencies and the quality of the tickets that are normally rejected by customers and service users, in addition to other setbacks that affect the quality of service. Given the importance of the activities carried out by the financial institution, a proposal was made for an administration plan and cash supply in service channels, in order to improve these processes and achieve greater satisfaction in customers and users of the system.