Summary
The objective of this research is to determine the importance of quality in the financial entities of the city of Juliaca in 2017. This article offers an empirical overview of the link between personal needs and banking service. It is a reality of the Juliaqueño market that the increase in competitive pressure is a matter of the globalization of the banking business, technological and financial innovation, the emergence of new competitors and more demanding customers, and the response of the bank, must be, the total quality of the banking service. The mistakes we make by not controlling our expenses, which affects us significantly and creates situations of economic uncertainty.
In the same way, some strategies are proposed that will allow a good administration of personal finances, in order to achieve your financial objectives in the short or long term.
Keywords: quality of service, financial habits
1. Introduction
Currently, studies carried out show that service quality is a more important consideration for the user of banking services than interest rates. (2014 Ana Ramirez)
Most companies have the fundamental purpose of achieving success and being highly competitive in order to have a better position in the market. It is taken into account that each human resource is important for achieving the proposed objectives of the companies, but many of the companies in the last years they only focus on being better and they care little about the well-being and quality that they can offer and satisfy the needs that the client asks for.
According to Ferrando Sánchez and Granero Castro (2005, p. 20), excellent organizations assume that customers are the final judges of their products or services, so they have extensive knowledge of them and their expectations. ” Given that the client manifests the service they want, its evaluation provides any organization with accurate data on the aspects of the quality of service they expect and, therefore, the tools to achieve adequate customer service, creating the starting point for a positive business strategy.
According to (Maqueda Lafuente and Llaguno Musons, Talking about quality is fashionable and is a concept that is currently being applied in all business fields, forming a reference axis in modern business management, both in banking companies).
Including financial habits shows that this research is generally not only quality but how to see that we think it is a term that is only used in companies to manage their monetary resources, but to what extent do we manage our financial resources personally ? I think that in general terms there are few people who have a rigorous control of their finances and most of us spend left and right without carrying out adequate planning to optimize our resources, much less generate a surplus for savings; what is this about? We can blame our culture, the lack of knowledge on the subject, the lack of time for planning or a thousand more excuses.
Having the basic idea of service quality and financial habits, we can say that they are an element of essential importance to make a difference in the banking sector. The objective of this work is to determine the importance of service quality in financial entities of the city of Juliaca in 2017.
2. Method
This research covers the external aspects of a society
2.1. Research design Market research will be of a quantitative type in that you want to estimate the quality of service, as well as measure the acceptance that financial institutions will have. Likewise, it basically corresponds to a descriptive correlational design in which it is measured and described the following relationships:
- QualityServiceCustomer serviceCustomer comfort
2.2. Data collection method
The survey technique was used in the study. To verify this study, the statistical procedure that the ssps was used was one of the main tools to determine the level of confidence and reliability.
2.3. Field work
For the design and elaboration of the information collection instrument, the relevant quantitative factors were taken into account to measure the perception and acceptance of the quality of service provided by financial institutions. The first part consists of identification questions that allow knowing more in depth the personal profile of the respondent and the second part inquires about their tastes and preferences. Among the questions asked are the dichotomies and those of multiple selection with both single and multiple answers.
3. Results
Table No.
| Number of cases in each cluster | % | N | Average spending | Frequency | Unit demand | Global demand | ||
| Cluster | one | 74,000 | 68% | 98675.266 | 3.2 | 10.4 | 33.28 | S /. 3,283,912.85 |
| two | 1,000 | one% | 1333.4495 | 1.5 | one | 15.6 | S /. 20,801.81 | |
| 3 | 21,000 | 19% | 28002.44 | 2.75 | 10.4 | 28.6 | S /. 800,869.79 | |
| 4 | 4,000 | 4% | 5333.7982 | 1.75 | 2.5 | 18.2 | S /. 97,075.13 | |
| 5 | 3,000 | 3% | 4000.3486 | 2.8 | 16.3 | 29.12 | S /. 116,490.15 | |
| 6 | 2,000 | two% | 2666.8991 | 1.75 | 30 | 18.2 | S /. 48,537.56 | |
| 7 | 1,000 | one% | 1333.4495 | 1.5 | one | 15.6 | S /. 20,801.81 | |
| 8 | 1,000 | one% | 1333.4495 | 1.5 | 30 | 15.6 | S /. 20,801.81 | |
| 9 | 2,000 | two% | 2666.8991 | two | 9.5 | 20.8 | S /. 55,471.50 | |
| Valid | 109,000 | 100% | 145346 | S /. 4,464,762.43 | ||||
| Lost | 1,000 |
Note: Elaborated from data by the researcher and processed with the SPSS version 22 program.
They are results of the spss which indicates us:
1.- There are 09 segments where we can see in the table which.
-the first is 68%
-the second is 1%
-the third is 19%
-the fourth is 4%
-the fifth is 2%
-the sixth 1%
-the seventh 1%
-the eighth 1%
-the ninth 2%
Which we can see that the sample indicates the population
In the average expense the expenses according to the periodic table
Then it tells us how often they buy
The unit demand
Finally, global demand is where it gives us the result where the amount of money can be obtained, which the first segment indicates is very profitable for the company, that if the population is going to buy daily as the population mentions, gives a 3,283,912.85 With this we can say that customers do not measure money when making purchases.
4. Content
Banking Service Challenges
- Among the aspects in permanent evolution, which are modifying the very bases and structures of markets and organizations, we have: The accelerated advance in teleinformatics. · The highest levels of education and knowledge that both consumers and employees possess, with their effects in terms of requirements and participation.
Answer to face new challenges
- The implementation of a Total Quality Management that aims to achieve not only the subsistence of the organization but the strengthening, sustained growth and for them it is necessary to implement a favorable quality system such as: Organizational Learning, Flat Organization, Calculation of indicators of quality - productivity –financial –economic - patrimonial –and satisfaction. Statistical Process Control. Command Board. Balanced Scorecard Quality Cost System
Total Quality Management in the search for the Six Sigma
Six Sigma (or 6 Sigma) is a quality management methodology, focused on process control whose objective is to reduce the number of "defects" in the delivery of a product or service to the customer. The goal of 6 Sigma is to reach a maximum of 3.4 “defects” per million instances or opportunities, understood as “defect”, any instance in which a product or service fails to meet customer requirements.
Just in Time System in Services
- Consistently high quality Standardized working methods Flexible working force Automation • Line flow strategy. • Systematic elimination of waste.
5. Tables
| N | % | ||
|
Cases |
Valid
Excluded to |
110
0 |
100.0
0 |
| Total | 110 | 100.0 |
|
Reliability statistics |
|
| Cronbach's Alpha | N of elements |
| , 601 | 16 |
| Case Processing Summary a, b | ||||||
| Cases | ||||||
| Valid | Lost | Total | ||||
| N | Percentage | N | Percentage | N | Percentage | |
| 109 | 99.1 | one | , 9 | 110 | 100.0 |
6. Conclusion
Concluding this research, we came to know that 68% of bank customers give us a good quality return that banks offer, which is good for financial institutions in the city of Juliaca for stable growth, as well as 83%. of people are satisfied with the service treatment shown by each bank.
Analyzing the points of view of each client of a bank gives us the function that the application that is made in each of the aspects necessary to be part of the world-class service providers will have so much capacity to generate added value for their Clients, employees and owners have the same in the present as in the future. Because the greater the satisfactions of the financial services
7. Appreciation
A big thank you to God for the enough patience he gave us, and for the great opportunity to give us to carry out this research. Disagreement with the established rules of the professional school of administration
8. References
- Leon, AL (2014). Emagister community. Retrieved from www.emagister.com/uploads…/Comunidad_Emagister_59044_servicio_Bancario.pdf Norma angelica Pedraza, IB (2015). The Quality of Service: UMF Case. Redalyc. Torres, E. and Lastra, J. (2008). Proposal for a scale to measure the quality of service in secondary health care centers. Public Administration Magazine. 42 (4), 719-734. Casalino, G. (2008). Quality of service of the Internal Medicine outpatient clinic of a general hospital in Lima using the Servqual survey. RevSocPeruMed Internal. 21 (4), 143-152. Robledo, H., Meljem, J., Fajardo, G. and Olvera, D. (2012). From the idea to the concept of quality in health services. CONAMED Magazine. 17 (4), 172-175. Burr,.C., Piñó, A., Quiroz, L. and Luna, E. (2011). Participatory Patient Guide.Dare to know dare to demand. LID Editorial Mexicana.Carlos, C., Montelongo, Y. and Nájera M. (2010). The quality of the service of an information center. Technological awareness. 40.5-9 Morillo, M. and Rivas, D. (2011). Measurement of the quality of service in financial institutions through the scale of Servqual. Magazine Contaduría y Administración, (234), 101-130.Mejías, A. and Manrique, S. (2011). Dimensions of university bank customer satisfaction: An approach through factor analysis. Industrial Engineering Magazine, 32 (1), 43-47.Ceballos Mina, Owen Eli, Intergenerational transmission of banking services in Mexican households Economic Analysis 2012, XXVII (No month): Available at:The quality of the service of an information center. Technological awareness. 40.5-9 Morillo, M. and Rivas, D. (2011). Measurement of the quality of service in financial institutions through the scale of Servqual. Magazine Contaduría y Administración, (234), 101-130.Mejías, A. and Manrique, S. (2011). Dimensions of university bank customer satisfaction: An approach through factor analysis. Industrial Engineering Magazine, 32 (1), 43-47.Ceballos Mina, Owen Eli, Intergenerational transmission of banking services in Mexican households Economic Analysis 2012, XXVII (No month): Available at:The quality of the service of an information center. Technological awareness. 40.5-9 Morillo, M. and Rivas, D. (2011). Measurement of the quality of service in financial institutions through the scale of Servqual. Magazine Contaduría y Administración, (234), 101-130.Mejías, A. and Manrique, S. (2011). Dimensions of university bank customer satisfaction: An approach through factor analysis. Industrial Engineering Magazine, 32 (1), 43-47.Ceballos Mina, Owen Eli, Intergenerational transmission of banking services in Mexican households Economic Analysis 2012, XXVII (No month): Available at:A. and Manrique, S. (2011). Dimensions of university bank customer satisfaction: An approach through factor analysis. Industrial Engineering Magazine, 32 (1), 43-47.Ceballos Mina, Owen Eli, Intergenerational transmission of banking services in Mexican households Economic Analysis 2012, XXVII (No month): Available at:A. and Manrique, S. (2011). Dimensions of university bank customer satisfaction: An approach through factor analysis. Industrial Engineering Magazine, 32 (1), 43-47.Ceballos Mina, Owen Eli, Intergenerational transmission of banking services in Mexican households Economic Analysis 2012, XXVII (No month): Available at:
