La calidad de servicio del área de operaciones y su influencia en la satisfacción de los socios de la Cooperativa de Ahorro y Crédito León XIII - Oficina Principal Trujillo 2015

• Autor: Portocarrero Núñez, Ana María
• Formato: tesis de grado
• Fecha de Publicación: 2016
• Institución: Universidad Nacional de Trujillo
• Repositorio: UNITRU-Tesis
• Lenguaje: español
• OAI Identifier: oai:dspace.unitru.edu.pe:20.500.14414/5289
• Enlace del recurso: https://hdl.handle.net/20.500.14414/5289
• Nivel de acceso: acceso abierto
• Materia: Calidad del servicio; Satisfaccion del cliente

This research is aimed at determining the positive influence of the quality of service the area of operations on the satisfaction of the members of the credit union Leo XIII. For which it was sampled 378 members of a population of 24 853 and as a tool for gathering information a survey of 18 questions was designed. Thanks to this research, the hypothesis has been confirmed; responsiveness, friendly and personalized service, good management of material resources, good distribution infrastructure, have managed to satisfy the partner, reflected in the loyalty partner with the institution and making every day more people join to her. Finally, conclusions and recommendations as a basis and support for further research, and optimize decision-making by managers and heads of the institution are proposed.