Análisis y propuesta de mejoramiento de los servicios de atención al cliente en las cooperativas de ahorro y crédito de la ciudad de Loja bajo el control de la Superintendencia de Bancos y Seguros

Abstract

The emergence of strong competition in the financial sector and the need of innovation and growth, pushes financial institutions or seek new ways of attraction and customer’s loyalty. Therefore is necessary to develop an analysis and evaluation of the Customer's attention services of Savings and Credit Cooperatives of Loja city, in order to present improvement proposals to ensure service quality and make a post-sale work, which leads customer’s loyalty and acquisition. Cooperatives are people’s autonomous associations, gathered voluntarily to satisfy their common economic, social and cultural needs that are democratically controlled. These financial institutions are supervised by the Superintendencia de Bancos y Seguros, which safeguard the rights of the citizens and protect the financial resources of the country. Continuous improvement is a fundamental tool that enables organizations to renew administrative processes and be in continuous updated to stay more efficient and competitive