La satisfacción del cliente y su incidencia en la prestación de servicio de la Cooperativa de Ahorro y Crédito JEP.

Abstract

The pertinent documentation proposes a theoretical-practical process to measure the degree of customer satisfaction in a financial institution explaining its behavior in relation to the provision of the service, an exploratory methodology of inductive character is applied that polls the policies implemented in the particular context of The Juventud Ecuatoriana Progresista Cooperative, with the intention of knowing the quality it offers, was carried out a field investigation through a survey that indicates the level of reception of the client, as well as its repercussions within the studied institution. Concatenated statistical analyzes are used with conceptual appraisals that allow the understanding of the subject from a critical point of view that goes beyond the intentions of the author, demonstrating the fulfillment of the specific objectives emphasizing the criteria related to the business and production sciences based on a macro, meso and micro level analysis. Cooperativa J.E.P was founded in Cuenca in order to finance projects focused on the realization of micro-enterprises and promote the creation of micro-enterprises; thanks to this, in recent years it has presented an extraordinary growth that influences the national socio-economic development, for that reason as labor competence of the business administration career; In the results section, the solution to the problem is identified, identifying which indicators have the most relevance in the quality of the customer service and describing how they have led to its rapid development due to the incidents in the client-company relationship.