Cómo afecta la ergonomía a la calidad de servicio en los cajeros y agentes de crédito de CB Cooperativa – Sucursal 24 de mayo Azogues

Abstract

In the present research, an ergonomic study was carried out by applying the RULA, REBA, Check List OCRA methods for the savings bank area and ROSA for the credit area, these studies were carried out in a financial institution in the city of Azogues. Where high levels of ergonomic risk were found. Quality analysis was also carried out using the SERVQUAL method, with the application of surveys, where a high level of quality was obtained. This study was carried out to determine if there is a relationship between ergonomics and quality of service. The Chi-square statistical method was used in each dimension of the SERVQUAL method, where it was verified that in certain dimensions there is a low percentage of perceptions, which causes quality to be affected by various factors. On the other hand, an analysis of variance was used to determine if there is a difference in the application of the ergonomic analysis methods, with which it can be stated that regardless of the method used, the ergonomic risk is high. The study shows that ergonomics may be one of the factors that is affecting quality. The company should consider making changes to reduce the level of ergonomic risk, making improvements in work areas, training employees, etc., these can affect quality improvement and at the same time increase the productivity of the entity.