Calidad del sector bancario colombiano
Date
2017-08-11
Journal Title
Journal ISSN
Volume Title
Publisher
Pontificia Universidad Católica del Perú
Abstract
El sector bancario en Colombia es indispensable para el crecimiento económico del
país ya que proporciona los recursos de capital para que el resto de industrias puedan atender
la demanda de sus productos y servicios. Esta relevancia ha convertido al sector en uno de los
más regulados lo cual implica que sus procesos son estandarizados y deben cumplir con
protocolos internacionales para garantizar su adecuado funcionamiento y la protección de los
recursos del público.
Lo anterior, sumado a la amplia oferta de entidades bancarias en el país, ha hecho que
uno de los factores de diferenciación más importantes y más usados en la industria sea
aumentar los niveles de calidad de sus productos y de los servicios que ofrecen. Se ha
comprobado que los bancos que se enfocan en estos aspectos son más competitivos y
presentan una mayor rentabilidad.
La búsqueda constante de mejoras en la calidad ha llevado a que la mayoría de bancos
del país encuentren en la implementación de herramientas de Total Quality Management
TQM mecanismos eficientes para mejorar la satisfacción de sus clientes. La implementación
de TQM se basa en nueve factores de éxito: alta gerencia, planeamiento de la calidad,
auditoría y evaluación de la calidad, diseño del producto, gestión de la calidad del proveedor,
control y mejoramiento del proceso, educación y entrenamiento, círculos de calidad y enfoque
hacia la satisfacción del cliente.
La presente investigación tuvo como objetivo describir el nivel de cumplimiento de
los factores del TQM en el sector bancario colombiano. La investigación se instrumentó por
medio del envió de encuestas a 937 sucursales de los 21 bancos del país de las cuales se
recibieron 196 contestadas. Esto arrojó un nivel de confianza del 95% y un margen de error
del 7%
Colombia's banking sector is essential to the economic growth of the country as it provides the capital resources required for other industries to meet the demand for their products and services. This relevance has made the sector one of the most regulated implying that its processes are standardized and comply with international protocols to ensure proper operation and protection of public resources. This, coupled with the wide range of banks in the country, has made that the most important and used differentiation factor in industry is increasing the quality level of its products and services. It has been found that banks that focus on these aspects are more competitive and have greater profitability. The constant search for quality improvements has led the majority of banks in the country to find, in the implementation of TQM tools, efficient mechanisms to improve customer satisfaction. The implementation of TQM is based on nine success factors: senior Management, quality Planning, audit and Assessment of Quality, product design, supplier´s quality management, process control and improvement, education and training quality circles and focus on customer satisfaction. The main purpose of this research is to describe the compliance in the Colombian banking sector with respect to the nine success factors mentioned above. The research was implemented through surveys sent to 937 branches of 21 banks in the country of which 196 were answered. This yielded a confidence level of 95% and a margin of error of 7%. The research was conducted under a transactional descriptive design scope with quantitative approach. The results of this study are relevant not only to know the current state of quality in banking sector, but also to make recommendations at sectoral level in order to maintain and improve competitiveness and productivity of banking in Colombia
Colombia's banking sector is essential to the economic growth of the country as it provides the capital resources required for other industries to meet the demand for their products and services. This relevance has made the sector one of the most regulated implying that its processes are standardized and comply with international protocols to ensure proper operation and protection of public resources. This, coupled with the wide range of banks in the country, has made that the most important and used differentiation factor in industry is increasing the quality level of its products and services. It has been found that banks that focus on these aspects are more competitive and have greater profitability. The constant search for quality improvements has led the majority of banks in the country to find, in the implementation of TQM tools, efficient mechanisms to improve customer satisfaction. The implementation of TQM is based on nine success factors: senior Management, quality Planning, audit and Assessment of Quality, product design, supplier´s quality management, process control and improvement, education and training quality circles and focus on customer satisfaction. The main purpose of this research is to describe the compliance in the Colombian banking sector with respect to the nine success factors mentioned above. The research was implemented through surveys sent to 937 branches of 21 banks in the country of which 196 were answered. This yielded a confidence level of 95% and a margin of error of 7%. The research was conducted under a transactional descriptive design scope with quantitative approach. The results of this study are relevant not only to know the current state of quality in banking sector, but also to make recommendations at sectoral level in order to maintain and improve competitiveness and productivity of banking in Colombia
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Keywords
Calidad total, Bancos -- Colombia, Investigación cuantitativa
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