Calidad del servicio en el área de ventanillas en una agencia bancaria en el distrito de Magdalena del Mar. Lima, 2018

Abstract

The objective of this research work is to identify the characteristics of service quality, as well as customer service, waiting time, and describe the characteristics of labor remuneration in the counter area of the BCP Juan de agency. Aliaga, located in the district of Magdalena del Mar in Lima in the period from January to December 2018. The methodology used in the development of the work considers a quantitative approach both for determining the research as for the sequence and the instrument developed for the statistical processing of information. The population was made up of workers who provide services in the two shifts in the counter area and was positive to our requirements. A census sample was chosen that included all workers of the Banco de Crédito del Perú agency, whose branch is known by the street where it is located: Jr. Juan de Aliaga. A multiple-choice questionnaire, previously validated by qualified teachers from the Faculty of Administrative Sciences, was used to process the information. The results of the descriptive statistical process of the information determined that customer service should be optimized with a redesign of the waiting queue system applied to users of banking services and recompose the percentage of commission distribution to workers, as well as as well as a remuneration policy in line with the work performed, an expansion of cash risk coverage and the optimization of work procedures.