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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:

scopusscopus

Tipo de documento:

Conference Object

Estado:

Acceso abierto

Áreas de conocimiento:

  • Finanzas
  • Finanzas

Áreas temáticas:

  • Economía financiera

Contribuidores:

Ester MeloEster Melo
Ronald Enrique Campoverde AguirreRonald Enrique Campoverde Aguirre
Víctor Hugo González JaramilloVíctor Hugo González Jaramillo