The service quality assessment in the banking services context

Abstract

Quality assessment is an essential process of quality management in banking institutions; its effective development constitutes a dynamic element in the achievement of the basic principle of improvement, an essential objective as well, of quality management. This process has been studied by authors and institutions that have provided heterogeneous approaches to develop it. Thus, in this reflection article, using theoretical systematization as a methodology, the models described in the literature on the evaluation assessment of the quality of services and their contextualization to banking are exposed from a critical position, concluding that they are limited with respect to the need to develop this process from a systemic conception consistent with the total approach to quality, prevailing a perspective restricted to assessing the quality perceived by consumers and avoiding the determination of compliance with the requirements of other interested parties. In an effort to mitigate the situation mentioned above, emphasis is placed on the need to understand the process of assessing the quality of the banking service as the deployment of a systemic set of periodic operations, associated with obtaining and interpreting reliable and valid information on the degree of conformity of the quality requirements of the banking service to be considered and, on its basis, contribute to its improvement, a fact that would make possible the production of research results that, from a systemic approach, includes three components (configurational, evaluative and transforming of the banking service object of evaluation).

Authors

  • Juan Carlos Mayo Alegre Universidad de Las Tunas
  • Néstor Alberto Loredo Carballo Universidad de Camagüey
  • Luis Carlos Fernández Cobas Universidad de Las Tunas
  • Eriberto Bauzá Vázquez Universidad de Las Tunas

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Author Biographies


, Universidad de Las Tunas

Assistant professor, Center of Studies of Management, School of Economics, Universidad de Las Tunas, Cuba. Economist Engineer, Járkov University, Ukraine, Doctor on Economic Sciences, Universidad de Las Tunas, Cuba.


, Universidad de Camagüey

Principal Professor, Center for Business and Territorial Studies, School of Economics, Universidad de Camagüey, Cuba. Economist Engineer, Járkov University, Ukraine, Doctor on Economic Sciences, Universidad de Las Habana, Cuba.


, Universidad de Las Tunas

Principal Professor, Center of Studies of Management, School of Economics, Universidad de Las Tunas, Cuba. Education Degree, Instituto Superior Pedagógico “Pepito Tey”, Cuba, Doctor on Educational Sciences, Universidad de Ciencias Pedagógicas “José de la Luz y Caballero”, Cuba.


, Universidad de Las Tunas

Principal Professor, Center of Studies of Management, School of Economics, Universidad de Las Tunas, Cuba. Psychology Degree, Universidad Central de Las Villas, Cuba, Doctor on Pedagogical Sciences, Universidad de Oriente, Cuba.

Published
2021-02-13
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How to Cite
Mayo Alegre, J. C. ., Loredo Carballo, N. A., Fernández Cobas, L. C., & Bauzá Vázquez, E. . (2021). The service quality assessment in the banking services context. Cuadernos De Administración, 36(68), 58-70. https://doi.org/10.25100/cdea.v36i68.9557
Section
Research