Modelo de Gestión de Calidad de Servicio con enfoque al cliente aplicado a la Cooperativa de Ahorro y Crédito “San José” Limitada, Agencia Montalvo año 2014.

Abstract

The objective of this study is to design a model of management with focus the customer applied to limited savings and credit "San José", Montalvo Agency covering the expectations of customers, to achieve this it was necessary to discuss different theoretical approaches on the management of quality of service, identify the current unmet needs of customers, examine best practices and modern tools for the management of relations with the client. It is important that the directors of the cooperative lead the organization successfully applying the principles of quality that lead to improved performance. The study presents a research design that allows to identify the causes and effects of the problem; the technique used they aimed at testing the hypotheses, their results revealed that the perception of customers of the facilities are not so favorable for the cooperative, as well as the service provided to the client, determining that the development of a model of service quality management satisfies the unmet needs of customers. Keywords: Quality Management - Customer Service - Satisfaction of needs