Bibliographic citations
Córdova, F., (2019). El uso de canales alternativos y su incidencia en la optimización de tiempos en una entidad financiera de la ciudad de Trujillo, 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/22113
Córdova, F., El uso de canales alternativos y su incidencia en la optimización de tiempos en una entidad financiera de la ciudad de Trujillo, 2018 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/22113
@misc{sunedu/3038110,
title = "El uso de canales alternativos y su incidencia en la optimización de tiempos en una entidad financiera de la ciudad de Trujillo, 2018",
author = "Córdova Medina, Fabián Arturo",
publisher = "Universidad Privada del Norte",
year = "2019"
}
ABSTRACT This paper aims to determine the impact of the use of alternative channels such as ATMs, agents and online banking on the optimization of waiting times in the retail banking of a financial institution. To proceed with the analysis of the problem, a documentary compilation of all information for 2018 on migration rates was carried out, as well as the impact and growth that the alternative channels have had, and that actions have been taken by the bank to reduce waiting times in their offices. The methodology used consisted of analyzing and observing, the different phases of the research problem that were raised, and in this way it was possible to see all the stages of how the use of alternative channels related to the optimization of time in offices. The findings of the investigation showed that, if there was a positive impact on the use of alternative channels, due to the high waiting times that can be held in the office depending on the type of tickets, on the other hand, the implementation of a campaign had favorable results, increasing and loyaltor the financial instituion’s customers with the digital proposal of alternative channels. Keywords: Alternative Channels, Wait times, Optimization and Implementation
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