The use of e-banking by savings and credit cooperatives in the city of Machala
Article Sidebar
Main Article Content
Abstract
In the globalized world of financial businesses, it is common to feel concern about the perceived quality of the physical or electronic services that they offer to their clients and potential consumers; For this reason, it is essential that they have mechanisms for the constant assessment and evaluation of this; standing out among the different valuation methods, the Servqual model. It is for such, that the present investigation that is structured as methodological a descriptive-exploratory scope with a quantitative approach of transversal cut; The objective is to describe the perception and level of quality of e-banking of savings and credit cooperatives in the city of Machala, through the application of the Servqual model survey. The main results show that the valuation that users give to the perceived quality of the e-banking services offered by the savings and credit cooperatives of Machala according to the dimensions of Servqual are favorable.
Keywords: savings and credit cooperatives, Servqual, quality, and e-banking.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
1. Derechos de autor
Las obras que se publican en 593 Digital Publisher CEIT están sujetas a los siguientes términos:
1.1. 593 Digital Publisher CEIT, conserva los derechos patrimoniales (copyright) de las obras publicadas, favorece y permite la reutilización de las mismas bajo la licencia Licencia Creative Commons 4.0 de Reconocimiento-NoComercial-CompartirIgual 4.0, por lo cual se pueden copiar, usar, difundir, transmitir y exponer públicamente, siempre que:
1.1.a. Se cite la autoría y fuente original de su publicación (revista, editorial, URL).
1.1.b. No se usen para fines comerciales u onerosos.
1.1.c. Se mencione la existencia y especificaciones de esta licencia de uso.
Kevin Gustavo Vaca-Carreño, Universidad Técnica de Machala - Ecuador
https://orcid.org/0009-0001-5478-3018
Graduated prior to the degree of Commercial Engineer with a mention in business administration, I have satisfactorily completed my entire study plan and I am looking for an academic degree to develop myself professionally.
Wilton Eduardo Romero-Black, Universidad Técnica de Machala - Ecuador
https://orcid.org/0000-0001-5200-1361
Industrial Engineer, Research professor at UTMACH, professor of the Quality Management, Production Administration and Environmental Management chairs; PhD candidate in Environmental Science and Technology in Coruña-Spain, Project Manager for Relations with society, Industrial Technical Advisor with 5 years of experience in the industrial sector and 12 years in education and more than 10 investigations in the area of knowledge
Iddar Iván Jaya-Pineda, Universidad Técnica de Machala - Ecuador
http://orcid.org/0000-0003-3022-9730
Iddar Iván Jaya Pineda, Commercial Engineer, with a Master's Degree in Business Administration, and is currently studying a PhD in Social Sciences with a mention in Management. He has been Director of research and outreach projects, administrator of SERFIORO in the El Oro area, he also has several publications in academic journals and has participated in various international conferences as a speaker. He is currently a teacher and researcher at the Technical University of Machala. At the same time, he is President of the College of Commercial Engineers and Administrators of El Oro.
Norman Vinicio Mora-Sánchez, Universidad Técnica de Machala - Ecuador
http://orcid.org/0002-2814-2751
PhD in Business Administration (UNMSM),
Master of Business Administration (UTMACH),
Commercial Engineer in Business Administration (UTMACH),
Bachelor of Business Administration
Chief Financial Administrative Officer of the Municipal Health Directorate GAD Machala (2001-2009)
Manager in Charge of EMSA GAD Machala (2009)
Former Coordinator of the UTMACH-MIPRO agreement (2014-2016),
Former University Extension Coordinator (2008-2010),
Professor at UTMACH since 1998
References
Bertinetto, C., Engel, J., & Jansen, J. (2020). ANOVA simultaneous component analysis: A tutorial review. Analytica Chimica Acta: X, 6, 1-77. doi:https://doi.org/10.1016/j.acax.2020.100061
Cárdenas, J., Treviño, E., Cuadrado, G., & Ordóñez. (2021). Análisis comparativo entre cooperativas de ahorro y crédito y bancos en el Ecuador. Socialium, 5(2), 159-184. doi:https://doi.org/10.26490/uncp.sl.2021.5.2.100
Chaima, B., Najib, E., & Hilal, R. (2021). E-banking overview: concepts, challenges and solutions. Wireless Personal Communications, 117, 1059–1078. doi:https://doi.org/10.1007/s11277-020-07911-0
Hammoud, J., Bizri, R., & El Baba, I. (2018). The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector. SAGE Open, 8(3), 1-12. doi:https://doi.org/10.1177/2158244018790633
Herbas, B., & Rocha, R. (noviembre de 2018). Metodología científica para la realización de investigaciones de mercado e investigaciones sociales cuantitativas. Revista Perspectivas(42), 123-160. Obtenido de http://www.scielo.org.bo/scielo.php?script=sci_arttext&pid=S1994-37332018000200006&lng=es&nrm=iso
Hernández, C., & Carpi, N. (2019). Introducción a los tipos de muestreo. Alerta, 2(1), 75-79. doi:https://doi.org/10.5377/alerta.v2i1.7535
Hernández, R., Fernández, C., & Baptista, M. (2014). Definición del alcance de la investigación que se realizará: exploratorio, descriptivo, correlacional o explicativo. En R. Hernández, C. Fernández, & M. Baptista, Metología de la investigación (págs. 89-155). México D.F.: McGraw-Hill.
Kurnia, S., Peng, F., & Liu, Y. R. (2010). Understanding the adoption of electronic banking in China. 43rd Hawaii International Conference on System Sciences, Honolulu, Hawaii, USA, 1-10. Obtenido de https://www.researchgate.net/publication/221180744_Understanding_the_Adoption_of_Electronic_Banking_in_China
Lara, A. (2015). Universidad de Granada (España). Obtenido de https://www.ugr.es/~bioestad/guiaspss/practica7/
Lizame, M. (2022). Dspace de la Universidad Central del Ecuador. Obtenido de Factores que influyen en el uso del E-banking en el sistema financiero del DMQ en el año 2021: http://www.dspace.uce.edu.ec/bitstream/25000/27555/1/UCE-FCA-CPO-LIZAME%20MARCOS.pdf
Mishra, P., Singh, U., Pandey, C., Mishra, P., & Pandey, G. (2019). Application of student's t-test, analysis of variance, and covariance. Ann Card Anaesth, 22(4), 407-411. doi:10.4103/aca.ACA_94_19
Monleón, T. (23 de Junio de 2016). Researchgate. Obtenido de https://www.researchgate.net/profile/Antonio_Monleon-Getino/publication/304283596_Diseno_de_experimentos_su_analisis_y_diagnostico/links/576b8cea08aefcf135bd5977.pdf
Otzen, T., & Manterola, C. (2017). Técnicas de Muestreo sobre una Población a Estudio. International Journal of Morphology, 35(1), 227-232. doi:http://dx.doi.org/10.4067/S0717-95022017000100037
Sánchez, A., & Murillo, A. (Julio-Diciembre de 2021). Enfoques metodológicos en la investigación histórica: cuantitativa, cualitativa y comparativa. Debates por la Historia, 9(2), 147-181. Obtenido de https://www.redalyc.org/journal/6557/655769223006/655769223006.pdf
Stahle, L., & Wold, S. (1989). Analysis of variance (ANOVA). Chemomerrics and Intelligent Laboratory Sysiems(6), 259-272. doi:https://doi.org/10.1016/0169-7439(89)80095-4