La calidad de servicio y la satisfacción de los clientes del Banco de la Nación - Agencia Víctor Larco - 2011.

Abstract

The Quality on duty and the satisfaction of the Customers of the National Bank Victor Larco's Agency, a motivated thesis in knowing and studying the level of the real satisfaction of the customers of the National Bank on the quality of the offered to service is the time of giving recommendations for the better the customers's level of satisfaction, for which the following question was formulated: What relation is between quality on duty and satisfaction der the customers of the National Bank Agency of Víctor Larco's district? As hypothesis presents the following m: The Quality on duty is directly proportional with the level of satisfaction that they feel the customers of the National Bank Víctor Larco's Agency, that means that to increase the quality of services you increase satisfaction and vice versa. In the development of the present investigation used him like Population the data base of the National Bank Agency of Víctor Larco's district of the month of June being promoted to 1366 customers and the formula of the finite population to obtain 300 customers's sample was applicable. As the instrument of measurement used a structured questionnaire and the system of chips itself the appropriate for the development of the theme were object of study. Findings and recommendations a low high-quality level of services was obtained and this bears a low level of satisfaction of the customers, being the main findings. He does not count out staff highly capacitated and instructed and this generates that the time of attention between customers is slow to cover up the request. That the periods foreseen in the solution of problems are not failed to keep. The fact that there is no got as a result itself in the one that all pollees concur in I change tails for the better. Recommendations are stipulating an order at least in the payment dates to warn that all the ticket windows are booked up and that way paying attention with more facility. In order to reduce waiting times counting on staff is convenient that you be qualified to work under pressure, able, capable from solving any consultation, having staff's good choice and constant capacitation. Implementing better strategies to insure that customers know all the services that the bank renders approximately.