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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
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Plan de negocio para la producción y comercialización de snacks gelatinosos saludables en la ciudad de Latacunga
(Universidad Técnica de Cotopaxi (UTC). Ciencias Administrativas y Económicas. Carrera Administración de Empresas, 2026-08-17) Chicaiza Valverde, Nicole Esthefania; Guanotuña Chusin, Karina Maritza.; Ramírez Jiménez, Santiago Fernando
This study develops a business plan for the production and marketing of NURAi, a gelatinous snack flavored with granadilla and mortiño, conceived as a healthy alternative to the limited supply of snacks for people with sensitive stomachs in the city of Latacunga. The product promotes healthy eating through its fiber content, the use of yacon as a natural sweetener with prebiotic effects, and the incorporation of plant-based gelling agents. The research followed a quantitative approach, with a descriptive and propositive scope, applying a survey to 379 people between 18 and 40 years of age. The results revealed a purchase intention of 83.1%, and, through the Juster model, an unmet demand of 275,384 units per year. The technical study established an installed capacity of 144,000 units and an actual capacity of 100,800 units per year. Finally, with an initial investment of $6,316.65, the financial analysis yielded a Net Present Value (NPV) of $77,825.52, an Internal Rate of Return (IRR) of 186.97%, a profitability index of 13.32, a benefit-cost ratio of 1.51, and a payback period of 10.8 months, demonstrating the project's viability and profitability
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Gestión de la innovación y la productividad en el sector florícola: Un estudio de caso de la empresa Rose Success en el Cantón Latacunga
(Universidad Técnica de Cotopaxi (UTC). Ciencias Administrativas y Económicas. Carrera Administración de Empresas, 2026-08-17) Grefa Aguinda, Yulissa Nicole; Tarco Toapanta, Leydi Jazmín; Navas Olmedo, Walter Humberto
The objective of this study is to analyze the relationship between innovation management and productivity at Rose Success, a company located at Latacunga canton, where the performance of production processes has been affected by the limited implementation of innovative, technological, and organizational practices. The study was conducted using a quantitative, descriptive-correlational approach with a non-experimental cross-sectional design. The instrument used was a questionnaire consisting of 18 questions, 12 of which related to innovation management and 6 to productivity, administered to a sample of 160 employees. The results showed that both innovation management and productivity are at a predominantly low level, with weaknesses in all three dimensions of each variable: a poorly defined innovation strategy; an innovation culture that does not foster the generation of ideas; insufficient resources and infrastructure; as well as the inadequate use of resources, failure to meet production targets, and dissatisfaction with technology. The statistical analysis also determined a moderate and statistically significant positive correlation between the two variables (Rho = 0.499; p < 0.05), confirming the hypothesis put forward. It is concluded that strengthening the company’s innovation strategy, culture, and resources will enable it to increase its productivity and competitiveness in the flower market.
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El liderazgo en la productividad económica de la Coac Virgen del Cisne
(Universidad Técnica de Cotopaxi (UTC). Ciencias Administrativas y Económicas. Carrera Administración de Empresas, 2026-08-17) Almeida Amores, Franchesca Mercedes; Lara Almeida, Libia Dolores
This study analyzed organizational leadership and economic productivity at Virgen del Cisne Savings and Credit Cooperative to determine the relationship between both variables and formulate institutional improvement guidelines. A quantitative approach, nonexperimental design, cross-sectional timeframe, and descriptive-correlational scope were used. The database included 120 complete records obtained through a 40-item instrument with a five-point Likert scale. The 20 leadership items constituted a contextualized academic adaptation guided by the dimensions of Bass and Avolio’s Multifactor Leadership Questionnaire (MLQ); the 20 economic productivity items were developed for this study and reviewed by two experts. Content validity for the productivity questionnaire reached an overall Aiken’s V of .922. Internal consistency was excellent for constructive leadership (α = .926) and economic productivity (α = .955). The results showed very high levels: constructive leadership reached a mean of 4.366 and economic productivity a mean of 4.447. Because the normality assumption was not met, Spearman’s rho was applied. The complete database showed a weak positive and statistically significant relationship between constructive leadership and economic productivity (ρ = .319, p < .001); however, after excluding 15 invariant response records, the association decreased and was no longer significant (ρ = .121, p = .218). It is concluded that the observed relationship is not robust and does not support causal inference. Finally, guidelines were designed to strengthen leadership practices, feedback, employee participation, productivity indicators, and institutional data quality.
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La dirección y la comunicación organizacional en servidores del Gad Municipal de Latacunga
(Universidad Técnica de Cotopaxi (UTC). Ciencias Administrativas y Económicas. Carrera Administración de Empresas, 2026-08-17) Guamani Oña, Mirian Rocio; Manotoa Mendaño, Nathaly Elizabeth; Almeida Lara, Libia Dolores
This research examines the relationship between leadership and organizational communication amongst civil servants in the Decentralized Autonomous Government (GAD) of the Municipality of Latacunga. The study was conducted using a quantitative approach, with a non-experimental cross-sectional design, a descriptive-correlational scope, complemented by a proposal of improvement strategies. Data were collected via a survey administered to the 143 civil servants across five administrative departments, using a 36-item Likert-scale questionnaire comprising Bass and Avolio’s Multifactorial Leadership Questionnaire (MLQ) and Portugal’s Organizational Communication Test, the overall reliability of which achieved a Cronbach’s alpha of 0.959. The results showed that management achieved an average score of 3.51, with strengths in the communication of standards, staff development and the sense of purpose in work, and weaknesses in contingent reward, intellectual stimulation and the presence of behaviors characteristic of laissez-faire leadership. Organizational communication scored an average of 3.46, with the topdown dimension being the most favorable and the bottom-up dimension the most limited; furthermore, 45.5 per cent of respondents perceived a withholding of information amongst colleagues. Spearman’s Rho test revealed a high, significant positive correlation between the two variables (ρ = 0.746; p < 0.001). It is concluded that management and organizational communication are closely associated, although the cross-sectional design prevents the establishment of causality; consequently, strategies were devised aimed at performance recognition, ongoing feedback, innovation and the strengthening of institutional communication flows.