Banking services in Ecuador: Are they reliable?

Abstract:

The purpose of this study is to evaluate the quality of banking services in Ecuador, for which the three main banking entities of the country have been taken as reference: Pichincha, Pacífico and Produbanco bank. The evaluation applied is based on a questionnaire adapted to the SERVPERF model, this measures the perception of quality in five dimensions: reliability, responsiveness, responsibility, empathy and tangible elements. This investigation concludes that banking services in Ecuador need to improve.

Año de publicación:

2020

Keywords:

• Banking services
• ECUADOR
• Quality
• Servperf

Fuente:

scopus