Improvement in waiting times in the loan disbursement process in microfinancial institutions

Abstract

In the business environment, the quality of customer service has been the vital attribute for the growth of the micro financial sectors in recent years, there is currently a wide variety of financial institutions with a range of services and products that offer the public the same premise of service, a situation that forces companies to keep their customers with high levels of satisfaction and to develop customer service strategies that are established as the main weapon for the difficult task of retention and loyalty of the most profitable customers for the company. This article aims to determine the variables that influence the quality of service in terms of waiting times for customers to receive the final product in the microfinance sector, through a qualitative methodology with the documentary review of references at the national level. and international and the analysis of the processes already established, as well as quantitative with the application of engineering tools such as the Queuing Theory through the observation and collection of data, which provided relevant indicators for the adaptation and rethinking of the current process with best practices to increase the quality of service, mainly in the process of disbursing loans to customers.