Análisis del nivel de satisfacción del cliente externo e interno frente al nivel de conformidad del Sistema de Gestión de Calidad según la norma ISO 9001: 2015, en la empresa Banco Pichincha, ciudad Portoviejo, año 2023

Abstract

Abstract: The research "Analysis of the level of satisfaction of the external and internal customer compared to the level of conformity of the Quality Management System according to the ISO 9001:2015 standard, in the Banco Pichincha company, Portoviejo city, year 2022" focused on evaluating satisfaction of internal and external clients and the compliance of the Quality Management System (QMS) of Banco Pichincha with the ISO 9001:2015 standard. Using descriptive and field methods, with a mixed approach, techniques such as analysis and synthesis, bibliographic review and mathematical statistical methods were applied through surveys and observation guides. The results obtained point out the need to address ambiguities in work comfort and salary perception through reviews of internal policies and welfare programs. In leadership, feedback and open communication for more effective management. Regarding external clients, there are deficiencies in the complaint submission process and processing time. The QMS analysis highlights areas of opportunity that can be addressed through revisions to policies, procedures, and ongoing training programs. These actions seek to increase customer satisfaction, consolidating Banco Pichincha's position as an institution committed to quality and excellence in service.