Diseño de un modelo de gestión de servicio para el socio y el cliente de la oficina matriz de la Cooperativa de Ahorro y Crédito Fernando Daquilema Ltda., cantón Riobamba, provincia de Chimborazo, periodo 2017.

Abstract

This research aims to design a management and service model for the partner and client of the credit Union's headquarters, Fernando Daquilema Ltda., Riobamba Canton, period 2017. In order to establish improvement indicators in the customer service. For the research, personal and telephone surveys were carried out to the partners and clients, as well as a FODA analysis to determine the current situation of the entity. Whose results determined the following findings: the poor attention of some operatives, the increase of competition, uncertainty caused by the instability or closure of some cooperatives of saving and grown, and little applicability of the Regulation and lack of monitoring of control agencies? This research has focused on identifying the factors of quality of service better valued by the partners and clients, also proposes a model of management that will allow an adequate monitoring of the same, from a minimum structure established in the Partner Care Department, which will be responsible for generating the information and the processes that ensure the maintenance of the required quality.