Factores que inciden en la calidad del servicio que brinda la plataforma de servicios financieros del Banco Popular en la sucursal de Pérez Zeledón, año 2013-2014
Fecha
2014
Autores
Cordero Sáenz, Maricel
Atencio Muñoz, Carlos Antonio
Título de la revista
ISSN de la revista
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Editor
Universidad Nacional, Costa Rica
Resumen
Esta investigación tiene como objetivo general determinar qué factores inciden en la calidad del servicio que ofrece la plataforma del Banco Popular en la sucursal de Pérez Zeledón, para ello se analiza la percepción que poseen los clientes del trato que reciben de los colaboradores, uso y satisfacción de las herramientas tecnológicas que ofrece esta entidad, además de las sugerencias que los clientes consideran necesarias implementar para mejorar su atención y mantener su preferencia.
Para efecto de esta investigación se realizó un muestreo aleatorio ya que se llevó a cabo en las instalaciones físicas del Banco Popular, esto para tener una percepción real de los clientes luego de que estos hacían uso de los servicios que ofrece la entidad financiera. También se investiga y analiza la percepción de los 8 colaboradores y de la jefatura del área que se encuentran directamente en la atención al público en la plataforma de servicios con respecto a factores como: motivación, remuneración capacitación, infraestructura, procesos, software y hardware, sin dejar de lado las propuestas que estos aportan para lograr desempeñar eficientemente sus labores y brindar un servicio de calidad y satisfacción. El resultado de la investigación brinda datos sumamente importantes, como por ejemplo, que los clientes tienen una buena percepción de los servicios que se brindan en la plataforma física del Banco Popular, caso contrario con el Internet Banking ya que el resultado de la investigación indica que este servicio es utilizado únicamente por un 15% del total de clientes que visitan la sucursal bancaria. Es importante destacar como los clientes perciben que se brinda un buen servicio en el Cajero Automático, con deficiencias menores que pueden ser corregidas por la entidad.
The general objective of this research is to determine what factors affect the quality of the service offered by Banco Popular's platform in the Perez Zeledon branch. To do so, the perception that customers have of the treatment they receive from employees, the use and satisfaction of the technological tools offered by this entity, as well as the suggestions that customers consider necessary to implement to improve their service and maintain their preference, are analyzed. For the purpose of this research, a random sampling was carried out in the physical facilities of Banco Popular, in order to have a real perception of the customers after they made use of the services offered by the financial institution. We also investigated and analyzed the perception of the eight employees and the head of the area who work directly in the service platform with respect to factors such as: motivation, remuneration, training, infrastructure, processes, software and hardware, without neglecting the proposals that they provide to efficiently carry out their work and provide quality service and satisfaction. The result of the investigation provides extremely important data, such as, for example, that the clients have a good perception of the services provided in the physical platform of Banco Popular, on the contrary with Internet Banking since the result of the investigation indicates that this service is used only by 15% of the total of clients that visit the bank branch. It is important to highlight how customers perceive that good service is provided at the ATM, with minor deficiencies that can be corrected by the institution.
The general objective of this research is to determine what factors affect the quality of the service offered by Banco Popular's platform in the Perez Zeledon branch. To do so, the perception that customers have of the treatment they receive from employees, the use and satisfaction of the technological tools offered by this entity, as well as the suggestions that customers consider necessary to implement to improve their service and maintain their preference, are analyzed. For the purpose of this research, a random sampling was carried out in the physical facilities of Banco Popular, in order to have a real perception of the customers after they made use of the services offered by the financial institution. We also investigated and analyzed the perception of the eight employees and the head of the area who work directly in the service platform with respect to factors such as: motivation, remuneration, training, infrastructure, processes, software and hardware, without neglecting the proposals that they provide to efficiently carry out their work and provide quality service and satisfaction. The result of the investigation provides extremely important data, such as, for example, that the clients have a good perception of the services provided in the physical platform of Banco Popular, on the contrary with Internet Banking since the result of the investigation indicates that this service is used only by 15% of the total of clients that visit the bank branch. It is important to highlight how customers perceive that good service is provided at the ATM, with minor deficiencies that can be corrected by the institution.
Descripción
Tesis Licenciatura en administración de empresas con énfasis en banca y finanzas.
Palabras clave
CALIDAD, SERVICIOS BANCARIOS, SERVICIO AL CLIENTE, BANCOS, PEREZ ZELEDON (SAN JOSE)