Comparación del servicio al cliente en la banca tradicional y digital de Tegucigalpa
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Date
0002-06-25
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
El presente proyecto pretende comparar los niveles de servicio que brinda la banca en línea y la banca tradicional en la ciudad de Tegucigalpa, con el fin de analizar la realidad de estas modalidades en su contexto natural. La investigación es descriptiva y se desarrolla con un enfoque cuantitativo comparando los niveles de servicio al cliente mediante variables como elementos tangibles, seguridad (garantía), empatía, confiabilidad y capacidad de respuesta. Para la recolección de la muestra se utilizó el método no probabilístico por conveniencia, el diseño de la investigación corresponde al diseño no experimental transversal que recolecta los datos para ser analizados en un único momento y en un ambiente natural. El objetivo general que pretende seguir este estudio es: Comparar el nivel de servicio al cliente de la banca tradicional y banca en Línea de los principales bancos de Tegucigalpa, mediante consideraciones: elementos tangibles, seguridad (garantía) empatía, confiabilidad y capacidad de respuesta; con la finalidad de realizar una comparación entre ambas modalidades de servicio al cliente y seleccionar una que se adapte a las necesidades de los clientes reales y potenciales.
This project aims to compare the levels of service provided by online banking and traditional banking in the city of Tegucigalpa, in order to analyze the reality of these modalities in their natural context. The research is descriptive and is developed with a quantitative approach comparing the levels of customer service through variables such as tangible elements, security (guarantee), empathy, reliability and responsiveness. The non-probabilistic method by convenience was used to collect the sample, the research design corresponds to the non-experimental cross-sectional design that collects data to be analyzed at a single time and in a natural environment. The general objective of this study is: To compare the level of customer service of traditional banking and online banking of the main banks in Tegucigalpa, through considerations: tangible elements, security (guarantee), empathy, reliability and responsiveness; in order to make a comparison between both modalities of customer service and select one that suits the needs of actual and potential customers.
This project aims to compare the levels of service provided by online banking and traditional banking in the city of Tegucigalpa, in order to analyze the reality of these modalities in their natural context. The research is descriptive and is developed with a quantitative approach comparing the levels of customer service through variables such as tangible elements, security (guarantee), empathy, reliability and responsiveness. The non-probabilistic method by convenience was used to collect the sample, the research design corresponds to the non-experimental cross-sectional design that collects data to be analyzed at a single time and in a natural environment. The general objective of this study is: To compare the level of customer service of traditional banking and online banking of the main banks in Tegucigalpa, through considerations: tangible elements, security (guarantee), empathy, reliability and responsiveness; in order to make a comparison between both modalities of customer service and select one that suits the needs of actual and potential customers.
Keywords
Servicio al Cliente, Banca en Línea, Confiabilidad, Capacidad de Respuesta, Recolección de Datos, Comparación