Análisis de satisfacción y la calidad del servicio al cliente en los bancos de la ciudad de Machala.

Abstract

The present degree work which is focused under the modality of integrative project, which focuses on the study and collection of information. Its objective is to analyze the satisfaction and quality of customer service in the banks of the City of Machala, through a study of their current reality that contributes to their respective understanding.The study is qualitative and quantitative because the statistical and quantification studies of the banks of the city of Machala are carried out and the clients of these are studied, to proceed to the description of the results obtained and the customer survey technique is applied to collect the information. The objective is achieved through the use of the SERVQUAL method which allows to determine those variables that affect customer satisfaction and evaluate the quality of service in banks. It is analyzed by statistics, which results in knowing that most of the customers who were surveyed feel satisfied with the service they provide, despite a smaller group but that are important said that despite the fact that these financial institutions make efforts to give quality care, there are still some aspects that must be improved so that their customers have a high level of satisfaction.