Análisis del uso de los productos y servicios financieros y el nivel de satisfacción de los clientes del cantón Zapotillo en el contexto de la pandemia

Abstract

Abstract: This research was conducted with the objective of determining the use of financial products and services and the level of satisfaction of customers in the Zapotillo canton. he methodology used is a mixed approach with an analytical and descriptive scope. A survey was applied as a research instrument with questions directed to the population of the Zapotillo canton that uses financial products and services. Once all the information had been compiled, it was determined that the use of financial products and services is frequent and that the level of customer satisfaction in banking institutions is high. Clients' financial needs have changed during the different years of study; however, deposits and loans become the main financial need of usersTherefore, it was determined that there is a strong relationship between the financial services provided by financial institutions and the population of the Zapotillo canton, as a result of the non-existence of financial institutions, except for BanEcuador, providing a positive contribution to this sector.