Browsing by Author "Toapanta Tumbaico, Maycol Sebastian"

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    Calidad del servicio y la satisfacción del cliente en la Cooperativa de Ahorro y Crédito 15 de Agosto de Pilacoto Ltda
    (Universidad Técnica de Cotopaxi (UTC). Ciencias Administrativas y Económicas. Carrera Administración de Empresas, 2026-08-17) Chile Almachi, Jennifer Solange; Toapanta Tumbaico, Maycol Sebastian; Parra Travez, Eric David
    Currently, financial institutions face numerous challenges due to increasing competition and ever-growing customer demands. They strive to attract new customers and retain existing ones; however, in a highly competitive environment, offering quality financial products is no longer enough to guarantee loyalty. Financial institutions must adapt to their customers' needs and understand the evolution of their habits. This study, conducted at the "15 de Agosto de Pilacoto" cooperative, aimed to determine the relationship between service quality and customer satisfaction. To this end, the opinions of members and customers regarding the attention and services received were collected. A quantitative, applied, and descriptive correlational study was carried out using the SERVQUAL model. The results indicate that when customers perceive high-quality service, greater satisfaction is also observed, leading to better cooperative management and the provision of improved financial services