Proceso administrativo y su incidencia en la oferta de la cartera de productos del Banco de Machala sursusal Quevedo, periodo 2013-2014, plan estratégico para la satisfacción y fidelización de clientes.
In the canton Quevedo, the March 20, 1990 was established the branch of the Bank of Machala. Since then, its presence has been significant progress in economic growth and the productive sectors of the city. The working hypothesis posed, was to see as the proper administration has influenced positive...
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| Tipo de documento: | dissertação |
| Estado: | Versão publicada |
| Data de publicação: | 2016 |
| País: | Ecuador |
| Recursos: | Universidad Técnica Estatal de Quevedo |
| Repositório: | Repositorio Universidad Técnica Estatal de Quevedo |
| Idioma: | espanhol |
| OAI Identifier: | oai:repositorio.uteq.edu.ec:43000/5746 |
| Acesso em linha: | http://repositorio.uteq.edu.ec/handle/43000/5746 |
| Access Level: | Acceso aberto |
| Palavra-chave: | Gestión administrativa Oferta Cartera Banco Machala |
| Resumo: | In the canton Quevedo, the March 20, 1990 was established the branch of the Bank of Machala. Since then, its presence has been significant progress in economic growth and the productive sectors of the city. The working hypothesis posed, was to see as the proper administration has influenced positively in the range of product portfolio of the Bank of Machala Branch Quevedo. The overall objective is based on determining the administrative process and its impact on the supply of product portfolio of the Bank of Machala Branch Quevedo period 2013- 2014. 57% of customers say it is very good level of cooperation and climate Work on the bench. The speed of lending, according to 48% is one of the most efficient services of the officials, produced by the application of an appropriate administrative process, as stated by 55% of respondents. The loans comprise 33% of preferences of products ordered, followed by the opening of savings accounts with 24%. Placed financial resources have been directed to the development of new business, as indicated by 43%; for such purposes they have adopted strategies to determine the degree of customer satisfaction by 37%, followed by 36% who mentioned the importance of reducing paperwork and red tape. For 65% of respondents, the administrative management of the bank officials if positively influenced the product offering. NPLs, between the years 2013 - 2014 annual average increased to 6.38%, while for the next period made it to 4.17%, perceiving the result of the strategy, as favorable to the interests of the institution and to grant new loans Keywords: Administration, offer portfolio, Bank of Machala |
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