Abstract

URDANETA MONTIEL, Armando José; ZAMBRANO MORALES, Ángel Alberto  and  MANCILLA HEREDIA, Alfredo Eduardo. Quality of service of Ecuadorian banks for the granting of loans to SMEs in the province of El Oro. Perspectivas [online]. 2022, n.50, pp.121-144.  Epub Nov 31, 2022. ISSN 1994-3733.

The aim of this research is to analyse the current perception of SMEs in the province of El Oro regarding the quality of service provided by the Ecuadorian banking sector in granting credit. The study aims to verify the hypothesis that the perception of the Ecuadorian banking sector is excellent. The previous research on which the study is based (Zephaniah et al., 2020), (Susanty et al., 2019),(Wulandari & Subagio, 2015) (Zalatar, 2012),(Joseph et al., 2005); the type of research is applied and field research because an instrument of 45 items was used to 220 SMEs in the province of El Oro, giving as the most relevant result that only 6.4% of the companies questioned, consider that the quality of service provided by the Ecuadorian banks is excellent. The most important conclusion is that the accessibility of customer service, knowledge of credit matters on the part of customers, the quality of the fina ncial institution’s infrastructure, the handling of complaints and suggestions and the ease of access to loans are the most important determinants in assessing the quality of service provided by banks to SMEs.

Keywords : Customer perception; service quality; banking and SMEs.

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