Bibliographic citations
Jordán, J., Siccha, O. (2015). Medición del nivel de calidad de servicio mediante el modelo Servqual, en la Cooperativa de Ahorro y Crédito San Lorenzo, Trujillo - 2014 [Tesis, Universidad Privada Antenor Orrego - UPAO]. https://hdl.handle.net/20.500.12759/1450
Jordán, J., Siccha, O. Medición del nivel de calidad de servicio mediante el modelo Servqual, en la Cooperativa de Ahorro y Crédito San Lorenzo, Trujillo - 2014 [Tesis]. : Universidad Privada Antenor Orrego - UPAO; 2015. https://hdl.handle.net/20.500.12759/1450
@misc{renati/375208,
title = "Medición del nivel de calidad de servicio mediante el modelo Servqual, en la Cooperativa de Ahorro y Crédito San Lorenzo, Trujillo - 2014",
author = "Siccha Rubio, Oscar",
publisher = "Universidad Privada Antenor Orrego - UPAO",
year = "2015"
}
This applied research orientation, resulted determine the level of satisfaction with the partners with the quality of service that gives them the credit union San Lorenzo, and came to identify gaps in each of the dimensions referred to They include quality of service (tangibility, responsiveness, security, reliability and empathy) according to the SERVQUAL model. For this, the application of a survey to 372 associates of the Cooperative, which were chosen in a simple random, these data were processed using a spreadsheet and then interpreted into information was performed. It was obtained as a result there is a gap between expectation and experience of the partner, in the case of tangibility the gap is 30%, in responsiveness of 16%, safety 16%, in reliability of 15% and Empathy 7%; It was obtained as the average of the five dimensions gap's 17%, indicating that expectations are not met. It has also identified the general perception of service quality, which is considered by 41% between poor and very poor and by 59% between good and very good; Whereas in an increasingly globalized world, with a more demanding consumer, it is being established as a parameter to be considered a minimum service quality perception of acceptable quality above 80%; we see that in this case is 21% below the market standard, however, in constant competition threatens to have a 41% consuming our service but do not consider well, that in the new situation offers that meet your expectations, they will not hesitate to migrate service. Similarly, people who feel satisfaction, are also constantly receiving offers and information of new alternatives, and if the company is in a continuous improvement runs the risk of leakage of partners, so it is important to consider those gaps of each of the five dimensions, and the priority and / or importance of each of these dimensions represent for the partners, in order to design appropriate proposals that could directly impact the satisfaction of the partners. The results of this research allows us to make recommendations to improve the quality of service provided by the credit union San Lorenzo, so that their perception is above market viii standards, it is very competitive and in which customers are constantly looking for better alternatives.
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