Nivel de satisfacción de clientes de la banca privada de Guayaquil, respecto a los canales de atención de reclamos.

Abstract

Customer service is an important factor for any institution that provides services, even more so in sectors such as banking, where trust is fundamental. For this reason, it is necessary to review the complaints and claims management policies applied by private banks in Guayaquil, given the impact that they generate on the client. Due to the level of competition in the financial market, institutions strive every day in order to improve their customer service policies, recognize factors that cause discontent, and take measures that efficiently solve customer dissatisfaction and, in turn, maintain loyalty. Also, it is important to facilitate channels for the clients to express themselves in an agile way, in a manner that let institutions be aware of their opinion.