Banking, finance and insurance
___________Development of a continuous evaluation model for a financial institution
INITIAL SITUATION
Construction of a continuous evaluation model of the quality of its service to measure the degree of strategic and tactical adjustment of the needs and expectations of the entity's clients, companies and individuals (in Spain and for its international services in Morocco). It was important to identify the strengths and weaknesses in the quality of the service with the aim of determining the main lines of action that would allow significant improvements in the level of satisfaction.
METHODOLOGY
Quantitative approach to develop a statistical-mathematical model based on multiple regression that allowed explaining the degree of global satisfaction with each satisfaction factor, the main aspects of loyalty to the entity and the importance and priority of all the aspects analyzed (indirectly).
OBJECTIVES AND RESULTS
Detection of the entity's strengths and weaknesses through the SWOT analysis of Strategic Priorities.
Creation of a quality and action manual in terms of marketing and customer service (individual and company).
Design of business strategies based on those aspects in which customers obtain the most value.
Continuous training of those strategic contact points of the client with the banking entity.
