Plan de mejoramiento del sistema de atención al cliente, para el fortalecimiento de la gestión institucional en la gerencia de Corporación Financiera Nacional, sucursal Riobamba, provincia del Chimborazo.

Abstract

The development of this research work was carried out at the Manager´s Office of the Corporación Financiera Nacional (National Financial Corporation), branch in Riobamba. This is a public financial company which works on services and whose main objective is to attend the productive sectors in the country by offering credit in order to focus on the Change in the Productive Matrix and the National Plan for Good Living. In order to fulfill this research work, an analysis and application of a variety of research methods, techniques, and tools were applied to different customers who visit the Manager´s office of Corporación Financiera Nacional Then, it was possible to find out causes and effects of the main problem which appears to be delays in responding to users. It is induced by a lack of timely control of the information received and its feedback to the different branch´s areas. The purpose of this research is to offer the tool Improvement Plan as to improve quality customer service in the Corporación Financiera Nacional, Branch in Riobamba since customer satisfaction is very important for the future of the organization. Therefore, the obtained results in this research work will allow the managing of the different activities with better efficiency, efficacy and effectiveness in order to improve policies of customer service. Customer are the pillars which motivate the accomplishment of goals and objectives. After the extensive research conducted, some strategies that enable improvement for customer service for those working in the Corporación Financiera Nacional Branch in Riobamba were proposed. If applied, good quality service will be offered in this institution.