Caracterizacion de indicadores de satisfacción al cliente del banco Bilbao Vizcaya Argentaria BBVA sucursal Mayales en la ciudad de Valledupar

Abstract

This report wants to provide an internal analysis of the tasks, operations and representative attributes that allow to visualize why the BANCO BILBAO VIZCAYA ARGENTARIA (BBVA) bank is one of the most recognized national to such point of being considered the best bank in the Colombian territory. this analysis will focus on customer satisfaction due to a financial institution where customer service is the most important, this being the starting point for the differentiation of its strategy and motive that drives innovation in segmentation and personalized attention regarding technological elements , comfort and organizational culture. It is important to know first hand those attributes that influence the choice of financial institution as a management and / or insurer of income, assets or life project of each user, for this reason is sought to take into account the opinion or perception of the user. This analysis is done in one of the branches located in the city of Valledupar but it is a relevant showcase due to the standardization of processes and the changes are sometimes imperceptible by the user.