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Análisis del grado de satisfacción de los clientes del Banco del Pacifico hacia los nuevos canales digitales
dc.contributor.advisor | Gaibor Gaibor, July Yojana | |
dc.contributor.author | Vera Angamarca, Sócrates Salomón | |
dc.date.accessioned | 2020-09-28T21:57:27Z | |
dc.date.available | 2020-09-28T21:57:27Z | |
dc.date.issued | 2020 | |
dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/8366 | |
dc.description | The research carried out to analyze the degree of satisfaction of Banco del Pacifico customers towards the new channels, taking as a reference the agency located in the city of Babahoyo, determines as one of the main weaknesses, the inappropriate use of these apps that They have been created in order to be a tool to save time and carry out banking procedures in a more effective and efficient way, and added to all this, the ignorance of the handling of these new applications has generated discomfort and mistrust in clients. For this reason, they prefer to carry out the procedures in the traditional way, causing congestion in the agencies and producing a low degree of customer satisfaction when carrying out banking procedures. This case study seeks to understand the main causes by which the management of electronic channels causes discomfort and inconvenience in a percentage of the population of Banco del Pacifico clients and it tries to discover what would be the reasons that this causes. discomfort and at what age on average affects the innovation and transformation that is taking place in this banking institution And it seeks to determine what causes these inconveniences that in turn are reflected in the agency as there is an agglomeration of users on specific dates in each month of the year. It is desired to identify if this is produced by internal or external factors and if it is due to some specific aspect that is not being taken into account by means of an explorative research method using a deductive method, it is sought to identify the variables that affect the adaptability of the users and clients of the same institution. Despite the fact that the bank carries out a training campaign for customers and feedback to its employees so that they can inform and guide people when it comes to carrying out, it seems not enough to achieve total adaptability of all customers. | es_ES |
dc.description | The research carried out to analyze the degree of satisfaction of Banco del Pacifico customers towards the new channels, taking as a reference the agency located in the city of Babahoyo, determines as one of the main weaknesses, the inappropriate use of these apps that They have been created in order to be a tool to save time and carry out banking procedures in a more effective and efficient way, and added to all this, the ignorance of the handling of these new applications has generated discomfort and mistrust in clients. For this reason, they prefer to carry out the procedures in the traditional way, causing congestion in the agencies and producing a low degree of customer satisfaction when carrying out banking procedures. This case study seeks to understand the main causes by which the management of electronic channels causes discomfort and inconvenience in a percentage of the population of Banco del Pacifico clients and it tries to discover what would be the reasons that this causes. discomfort and at what age on average affects the innovation and transformation that is taking place in this banking institution And it seeks to determine what causes these inconveniences that in turn are reflected in the agency as there is an agglomeration of users on specific dates in each month of the year. It is desired to identify if this is produced by internal or external factors and if it is due to some specific aspect that is not being taken into account by means of an explorative research method using a deductive method, it is sought to identify the variables that affect the adaptability of the users and clients of the same institution. Despite the fact that the bank carries out a training campaign for customers and feedback to its employees so that they can inform and guide people when it comes to carrying out, it seems not enough to achieve total adaptability of all customers. | es_ES |
dc.description.abstract | La investigación realizada para el análisis del grado de satisfacción de los clientes del banco del pacifico hacia los nuevos canales tomando como referencia la agencia que se encuentra ubicada en la ciudad de Babahoyo determina como una de las principales debilidades, el inadecuado uso de estas apps que se han creado con el fin de que sea un herramienta para ahorra tiempo y realizar de una forma más eficaz y eficiente lo tramites bancarios, y sumado a todo esto el desconocimiento del manejo de estas nuevas aplicaciones, ha generado malestar y desconfianza en os clientes, por lo cual prefieren realizar los trámites de la forma tradicional provocando en las agencias congestionamiento y produciendo un grado de satisfacción de los clientes bajo a la hora de realizar trámites bancarios. Con el presente estudio de caso se busca entender las principales causas por la cual el manejo de los canales electrónicos provoca malestar e inconvenientes en un porcentaje de la población de los clientes del banco del pacifico y se trata de descubrir cuales serían las razones que provoca dicho malestar y a qué edad en promedio afecta la innovación y transformación que se está dando en esta institución bancaria Y se busca determinar que ocasiona estos inconvenientes que a su vez se ven reflejados en la agencia al existir aglomeración de usuarios en fechas especificas en cada mes del año. Se desea identificar si esto es producido por factores internos o externos y si es debido algún aspecto en específico que no se esté tomando en cuenta por medio de un método de investigación explorativa usando un método deductivo se busca identificar las variables que afectan a la adaptabilidad de los usuarios y clientes de la misma institución. A pesar de que el banco realiza campaña de capacitación a los clientes y de retroalimentación a sus empleados para que estos puedan informar y guiar a las personas a la hora de realizar parece no ser suficiente para lograr una adaptabilidad total de toda la clientela. | es_ES |
dc.format.extent | 24 p. | es_ES |
dc.language.iso | es | es_ES |
dc.publisher | BABAHOYO: UTB, 2020 | es_ES |
dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
dc.subject | Innovación | es_ES |
dc.subject | Tecnología | es_ES |
dc.subject | Calidad | es_ES |
dc.subject | Eficiencia | es_ES |
dc.title | Análisis del grado de satisfacción de los clientes del Banco del Pacifico hacia los nuevos canales digitales | es_ES |
dc.type | bachelorThesis | es_ES |