Modelo de gestión de calidad aplicando métodos de medición de la satisfacción al cliente, en la cooperativa de ahorro y crédito Mushuc Runa de la sucursal del Cantón Mejía.

Abstract

This research aims to develop a quality management model, applying methods about measuring customer satisfaction that helps verify the service provided by the employees of the Mushuc Runa Savings and Credit Cooperative of the Mejía Canton. In addition, it contributes to the social welfare of the members of the Mushuc Runa Cooperative and its economic development. This research is characterized by methodology focused on a non experimental cross sectional descriptive research design with a correlational approach the study population was 3216 active clients, as result was obtained 132 samples. Additionally, the SERVQUAL Model was applied, which allows measuring, evaluating, and improving the quality of the service offered by an organization. This information was obtained through surveys directed at clients where perceptions and expectations about partners were disclosed. The structured questionnaire is based on 5 dimensions tangibility, reliability, responsiveness, security, and empathy. Of these 22 items, the Liker scale has been used to determine the importance of each item. Also, it is necessary to mention that perception and perspective surveys were applied to measure user satisfaction.