Propuesta de mejora para el servicio de microcrédito de la COAC. Jardín Azuayo en la ciudad de Cuenca enfocado en la satisfacción del socio

Abstract

This thesis involves the Quality Function Deployment to propose an improvement to the microcredit service of the Jardin Azuayo Savings and Credit Cooperative. Taking into account that, credit operations are considered the most important mechanisms to finance and develop a greater growth of the entity's economic activities. Therefore, this will imply the collection of higher interests in its credit portfolio, evidencing a positive trend in its financial sustainability, in addition to contributing to the socioeconomic development of the country. The development of the proposal was carried out with the objective of managing the quality of the microcredit service as a transversal axis to generate added value for the cooperative. In accordance with the mentioned, the QFD is the ideal methodological tool to obtain the critical success factors focused on customer satisfaction. The titling work began by analyzing the current microcredit situation of the National Financial System and of the cooperative, in order to know the current behavior of the credit service. Under this premise, proceeded to detail the theoretical and methodological framework for a better understanding of the tools used during the investigation. Subsequently, the construction of the quality house was carried out, followed by an analysis of the client's requirements and the solutions to satisfy them, allowing the development of a proposal to improve the cooperative's microcredit service. In this context, it was determined that the institution should direct its efforts to use business intelligence and automation of online documents, to facilitate the process of requesting, approving and accrediting money to customers.