Análisis del comportamiento transaccional y la productividad de las ventanillas de una Institución Financiera, periodo 2022 2023

Abstract

Abstract: The analysis of the transactional behavior and productivity of bank tellers of a financial institution in the period 2022 and 2023, the purpose is to identify the internal and external factors that influence in the productivity of resources and to propose productivity indicators that allow improving efficiency to the financial institution, in branches service. Through the inductive-deductive-analytical and synthetic methodology, it is necessary to determine variables corresponding to the increase or decrease in the demand for the counter service in branches, as well as the transactional load and productivity of resources. As a complement to this analysis, a survey of climate and job satisfaction is applied to a sample of bank tellers, to know possible factors that influence the productivity of tellers. As a result, a proposal of indicators is designed to measure the productivity of bank tellers resources, in order to provide the organization with information that serves as an alert to define to increase or not resources, and that they are in accordance with the defined productivity, avoiding the surplus of resources and possible claims for deficiency in the service.