Análisis de la calidad del servicio a clientes PYMES del Banco Internacional del sur de Guayaquil, año 2022

Abstract

The quality of banking service to small and medium-sized businesses (SMEs) is crucial for economic growth in Ecuador, which is why customer service must be focused on providing solutions to this economic sector. The research focuses on analyzing the quality of service that Banco Internacional offers to SME clients in the southern area of Guayaquil, identifying strengths and weaknesses, comparing its service with other banks and proposing solutions to improve the quality of service. Interviews were carried out with managers from the southern area of Guayaquil at Banco Internacional and after this they were compared to interviews that were carried out with the designated sample to clarify the responses and obtain conclusions and results that justify the investigation.