The quality in the service and the user’s satisfaction in financial institutions of the Libertador Municipality of Mérida State

Milángela del Carmen Morillo Moreno ()
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Milángela del Carmen Morillo Moreno: Magister Scientiae en Administración, Mención Mercadeo. Licenciada en Administración, Licenciada en Contaduría Pública y Licenciada en Educación, mención Química.

Economía, 2009, vol. 34, issue 27, 199-223

Abstract: Commonly the terms quality and satisfaction of the client are used indistinctly, in other opportunities they get certain distinction. Starting from a documental revision on the existent linking between both terms, it is sought to corroborate the relationship among these in the specific reality of the personal service lent in the agencies of the financial institutions, which face constant challenges in their arduous differentiation work by means of quality and satisfaction to their clients. For the achievement of the objective layout a quantitative investigation was designed and of field, where data coming from a probabilistic sampling were gathered practiced in a population conformed by the entirety of agencies of financial institutions located in the municipality Libertador of the Merida state. Starting from analysis statistical inferenciales bivariados, the papers concludes with the existence of a positive association between the levels of satisfaction of the user of this services and the quality of the service, measured through the scale of Servqual.

Keywords: Quality of the service; satisfaction and bank agencies. (search for similar items in EconPapers)
JEL-codes: M14 (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:ula:econom:v:34:y:2009:i:27:p:199-223

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