Gestión organizacional y su incidencia en el servicio al cliente del Banco Internacional de la ciudad de Ambato

Abstract

Organizational management is one of the managerial techniques which makes it easier for organizations to be more proactive with regard to the formulation of future scenarios and thus visualize the most likely events, as well as the results that are desired; Even more, so in customer service than within financial entities, it is the process that receives the most attention from the management side. The objective of this research is to analyze the influence of organizational management on Banco Internacional's customer service. The study is of a descriptive-exploratory type, through a quantitative-qualitative approach, where a trend in the results obtained can be obtained; the survey technique was applied and as an instrument a structured questionnaire of 25 questions on a Likert scale; the validation of the instrument was carried out by means of experts and its reliability was verified by means of Cronbach's Alpha with a reliability value of 0.985 at the 15 direct questions of the investigation; The study population was 30 employees of Banco Internacional, who are identified by labour agencies in the city of Ambato. The results obtained from the investigation allowed the identification of the relationship that exists between organizational management and customer.