Bibliographic citations
Aragon, D., (2018). Desarrollo de metodología estandarizada para la mejora de la productividad y satisfacción del cliente en Mibanco agencias de Gamarra [Trabajo de suficiencia profesional, Universidad Nacional Agraria La Molina]. https://hdl.handle.net/20.500.12996/3820
Aragon, D., Desarrollo de metodología estandarizada para la mejora de la productividad y satisfacción del cliente en Mibanco agencias de Gamarra [Trabajo de suficiencia profesional]. : Universidad Nacional Agraria La Molina; 2018. https://hdl.handle.net/20.500.12996/3820
@misc{sunedu/3017088,
title = "Desarrollo de metodología estandarizada para la mejora de la productividad y satisfacción del cliente en Mibanco agencias de Gamarra",
author = "Aragon Mendieta, David Fidel",
publisher = "Universidad Nacional Agraria La Molina",
year = "2018"
}
The aim of this study was to determinate if it is possible to design and set a unique and standardized method over MIBANCO’s business department, allowing it to seize more efficiently all the business opportunities over the branch network, improving the three working faces of the bank: customers admission, tracking and recovering. The analysis of the current working system in MIBANCO’s business department shows that each dependence work in a different way, and make it unique and standardized can improve all the rates over the bank. Knowing that no all the branches’ performance are the same, a substantial increase of, manly in those who get the poorest results, will improve the bank’s profitability, and this is the big deal of every business. The research methodology was a case study, gathering information from different sources, like interviews, surveys and past studies. A standard of customer service for both, intern and extern costumers was tried in, and the outcome was measured at different periods of time. The result of the research helped to promote developing new strategies over all branches located over Lima’s textile industrial area (Gamarra) in order to improve performance rates like customer satisfaction, proving itself as a good tool to the bank. As a conclusion, this study shows that is possible to design and set unique and standardized method to improve MIBANCO’s business department performance, by increasing profitability, portfolio quality and customer satisfaction.
This item is licensed under a Creative Commons License