Calidad de servicio de la banca ecuatoriana para el otorgamiento de créditos a las PYMES en la provincia de El Oro
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Abstract
El presente resultado de investigación tiene como objetivo analizar la percepción actual de las PYMES en la provincia de El Oro sobre la calidad de servicio de la banca ecuatoriana para el otorgamiento de crédito. El estudio pretende verificar la hipótesis según la cual la percepción que tienen este tipo de empresas sobre el sector bancario ecuatoriano es excelente. Las investigaciones previas en las que se fundamenta el estudio (Zephaniah et al., 2020), (Susanty et al., 2019), (Wulandari & Subagio, 2015) (Zalatar, 2012),(Joseph et al., 2005); el tipo de investigación es aplicada y de campo porque se empleó un instrumento de 45 ítems a 220 PYMES, en la provincia de el Oro, dando como resultado más relevante que solo el 6,4% de las empresas interpeladas, consideran que la calidad de servicio prestada por la banca ecuatoriana es excelente. Mientras que la conclusión más importante estriba que es la accesibilidad de atención, el conocimiento en materia crediticia por parte de los clientes, la calidad de la infraestructura de la entidad financiera, el manejo de quejas y sugerencias y la facilidad para acceder a los préstamos, los mayores determinantes para valorar la calidad del servicio prestada por los bancos a las PYMES. Código JEL: D2, D21, G2, G21.
The aim of this research is to analyse the current perception of SMEs in the province of El Oro regarding the quality of service provided by the Ecuadorian banking sector in granting credit. The study aims to verify the hypothesis that the perception of the Ecuadorian banking sector is excellent. The previous research on which the study is based (Zephaniah et al., 2020), (Susanty et al., 2019),(Wulandari & Subagio, 2015) (Zalatar, 2012),(Joseph et al., 2005); the type of research is applied and field research because an instrument of 45 items was used to 220 SMEs in the province of El Oro, giving as the most relevant result that only 6.4% of the companies questioned, consider that the quality of service provided by the Ecuadorian banks is excellent. The most important conclusion is that the accessibility of customer service, knowledge of credit matters on the part of customers, the quality of the fina ncial institution's infrastructure, the handling of complaints and suggestions and the ease of access to loans are the most important determinants in assessing the quality of service provided by banks to SMEs. JEL CLASSIFICATION: D2, D21, G2, G21.
The aim of this research is to analyse the current perception of SMEs in the province of El Oro regarding the quality of service provided by the Ecuadorian banking sector in granting credit. The study aims to verify the hypothesis that the perception of the Ecuadorian banking sector is excellent. The previous research on which the study is based (Zephaniah et al., 2020), (Susanty et al., 2019),(Wulandari & Subagio, 2015) (Zalatar, 2012),(Joseph et al., 2005); the type of research is applied and field research because an instrument of 45 items was used to 220 SMEs in the province of El Oro, giving as the most relevant result that only 6.4% of the companies questioned, consider that the quality of service provided by the Ecuadorian banks is excellent. The most important conclusion is that the accessibility of customer service, knowledge of credit matters on the part of customers, the quality of the fina ncial institution's infrastructure, the handling of complaints and suggestions and the ease of access to loans are the most important determinants in assessing the quality of service provided by banks to SMEs. JEL CLASSIFICATION: D2, D21, G2, G21.
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No. 50