Diseñar un mejor sistema de atención al usuario en las oficinas del banco BBVA para el año 2022
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Fecha
2022
Autores
De la hoz Hamburguer, Laurens Isabella
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Editor
Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
La realización del presente trabajo de investigación tiene como propósito el poder dar a conocer de manera específica sobre el origen, estado y la oportunidad de mejoramiento en el sistema de atención de usuarios del Banco BBVA, siendo entonces el objetivo de investigación: diseñar un sistema de atención al usuario en las oficinas del banco BBVA enfocado en la mejora de la calidad del servicio y la satisfacción del cliente durante el año 2022. Para mejorar un sistema de atención al usuario o cualquier dependencia de una entidad, área en relación a los procesos que se requieren para llevar a cabo la interacción en esta área, se debe identificar primero sobre éste, de ahí que se pretende hablar sobre el origen del banco y se busca aportar detalles que seguro se desconocían sobre las oficinas y demás servicios. Por lo tanto, se delimitó la presente investigación para el año 2022 para delimitarla un poco y poder abarcar el terreno de una mejor manera, sin embargo, se tiene la total seguridad que la realización del presente proyecto de investigación podrá servir y estará en uso para los siguientes años siempre que su aplicabilidad sea efectiva. Las variables de estudios enfocadas serán BBVA como entidad financiera, sobre todo en los elementos y herramientas que se puedan aplicar en el contexto de la calidad en atención y sobre todo el percibir una excelente satisfacción de los clientes, para dar desarrollo a esta investigación se consolidará a través de comentarios, bases informativas, informe financiero del año 2022 de la entidad, entre otros aspectos que sirvan para retroalimentar esta investigación.
The purpose of carrying out this research work is to be able to make known specifically about the origin, status and opportunity for improvement in the BBVA Bank user service system, then being the research objective: to design a system of customer service at BBVA bank offices focused on improving the quality of service and customer satisfaction during the year 2022. To improve a user service system or any dependency of an entity, area in relation to the processes that are required to carry out the interaction in this area, it must be identified first about it, hence the intention is to talk about the origin of the bank and it seeks to provide details that were surely unknown about the offices and other services. Therefore, the present investigation was delimited for the year 2022 to delimit it a little and to be able to cover the land in a better way, however, there is total certainty that the realization of this research project will be able to serve and will be in use for the following years as long as its applicability is effective. The study variables focused on will be BBVA as a financial entity, especially in the elements and tools that can be applied in the context of quality of care and, above all, the perception of excellent customer satisfaction, to develop this research will be consolidated through comments, information bases, financial report for the year 2022 of the entity, among other aspects that serve to provide feedback for this investigation.
The purpose of carrying out this research work is to be able to make known specifically about the origin, status and opportunity for improvement in the BBVA Bank user service system, then being the research objective: to design a system of customer service at BBVA bank offices focused on improving the quality of service and customer satisfaction during the year 2022. To improve a user service system or any dependency of an entity, area in relation to the processes that are required to carry out the interaction in this area, it must be identified first about it, hence the intention is to talk about the origin of the bank and it seeks to provide details that were surely unknown about the offices and other services. Therefore, the present investigation was delimited for the year 2022 to delimit it a little and to be able to cover the land in a better way, however, there is total certainty that the realization of this research project will be able to serve and will be in use for the following years as long as its applicability is effective. The study variables focused on will be BBVA as a financial entity, especially in the elements and tools that can be applied in the context of quality of care and, above all, the perception of excellent customer satisfaction, to develop this research will be consolidated through comments, information bases, financial report for the year 2022 of the entity, among other aspects that serve to provide feedback for this investigation.
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Atención al cliente, Mejora, Procesos, Bancos, Entidades financieras, Satisfacción, Servicio, Customer service, Improvement, Processes, Banks, Financial entities, Satisfaction, Service