Citas bibligráficas
Melendez, J., Campos, J. (2020). Mejora de la calidad del servicio de préstamos con garantía hipotecaria en la fintech Rebajatuscuentas.com [Trabajo de investigación, Universidad de Ingeniería y Tecnología]. https://hdl.handle.net/20.500.12815/184
Melendez, J., Campos, J. Mejora de la calidad del servicio de préstamos con garantía hipotecaria en la fintech Rebajatuscuentas.com [Trabajo de investigación]. PE: Universidad de Ingeniería y Tecnología; 2020. https://hdl.handle.net/20.500.12815/184
@misc{renati/230569,
title = "Mejora de la calidad del servicio de préstamos con garantía hipotecaria en la fintech Rebajatuscuentas.com",
author = "Campos Sucari, Julinho",
publisher = "Universidad de Ingeniería y Tecnología",
year = "2020"
}
This thesis aims to improve the quality of the mortgage loan service in the process called "Form" in RebajaTusCuentas.com, which impacts on the abandonment rate of users. Using Lean Six Sigma methodology and service design tools, processes and possible causes were analyzed, and users were surveyed to improve service quality. It was obtained that the response capacity, the perception of time spent on the page and the perception of the level of empathy, have a significant relationship with respect to the quality of the service. Therefore, 3 improvement actions were developed that were tested by users. Finally, as a result, it was obtained that the quality of the service in said process was improved by 20%.
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