Analysis of the quality of service in banking entities through Servqual in Paraguay
Keywords:
service quality, Servqual model, banking institution, customer satisfactionAbstract
The objective is to analyze the quality of service in banking entities through the Servqual model in Paraguay. It
was based on a quantitative transactional and descriptive study. The sample was made up of 384 participants and a
response rate of 88.8% was obtained, equivalent to 341 respondents who agreed to complete the questionnaire. The
only inclusion criterion was to belong as an active client of a bank located in Paraguay. Sampling was for convenience,
through WhatsApp during the months of October to December 2020. The instrument used was the Servqual
model of 22 items classified in five dimensions (Tangibility, Reliability, Responses, Security and Empathy) adapted from
Parasuraman, Zeithaml and Berry through the 5-point Likert scale. The most relevant results were: The means of the
scores corresponding to the five dimensions are: Tangible Elements (x-:4,1), Reliability (x-:3,8), Responsiveness (x-:3,9),
Security (x-:4,1) and Empathy (x-:4,0). It was concluded that the items most valued by the banking sector’s customers are
the security in operations, speed to solve problems and the existence of zero errors in the services provided.
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