Bibliographic citations
Urcia, V., Varela, P. (2017). Influencia de los tiempos de espera para la atención en ventanilla en la calidad de servicio del Banco de Crédito Oficina El Porvenir en el 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12272
Urcia, V., Varela, P. Influencia de los tiempos de espera para la atención en ventanilla en la calidad de servicio del Banco de Crédito Oficina El Porvenir en el 2017 [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12272
@misc{sunedu/3016072,
title = "Influencia de los tiempos de espera para la atención en ventanilla en la calidad de servicio del Banco de Crédito Oficina El Porvenir en el 2017",
author = "Varela Mantilla, Patricia Janelly",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT The present research is aimed at determining the direct relationship between the waiting times for window care and the quality of service of the area of operations of the Banco de Credito del Perú Agencia El Porvenir of the city of Trujillo in 2017. For Which took a sample of 122 clients from a population of 604 and as a data collection instrument a survey of 22 questions was designed. The correlation - causal design was used to test the hypothesis. Thanks to the present investigation, the general hypothesis, where waiting time significantly influences the quality of service, has been confirmed by concluding that if there is a moderate positive correlation between the study variables with a bilateral level of significance. Finally, we propose the conclusions and recommendations that will serve to enable the company in the future to improve the results achieved and to help the continuous improvement of the same, as well as the decisions made by management. KEYWORDS: waiting times and quality of service.
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