Application of financial indicators to evaluate the quality of service at banking branch 5872 “La caridad” of BPA in Camaguey

Authors

Keywords:

financial indicators, procedure

Abstract

The purpose of the investigation is framed in the study of the quality of the service provided by the banking entities of the Bancos Populares de Ahorro in Cuba from the elaboration of a procedure in which financial indicators are used. The research has as objective: to assess the results of the application of the indicators to evaluate the quality of the service in the Bank Branch 5872 "LA CARIDAD" of the Banco Popular de Ahorro de Camagüey. With the application of the procedure in practice, favorable results were obtained in 2021 compared to 2020 in aspects such as Portfolio Provision, Gross Loan Portfolio, Total Assets at the beginning, Total Assets at the end and Average Total Assets, in addition to the relationship between interest paid and interest earned. Greater care is appreciated in the work, in its perseverance, dedication, discipline and efficiency; as well as their modes of action, in this way, the employees are always willing to guide the client regarding any need and make them feel safe with the service offered; willing to offer quick responses, with sincere interest and creativity, to customer complaints and concerns.

Author Biographies

Yadisleysis Gómez Martínez, Popular Savings Bank of Camaguey, Cuba

Degree in Accounting and Finance. She works at the Banking Branch 5872 "LA CARIDAD" of Banco
Popular de Ahorro in Camagüey as Director, with a work experience of 15 years. She has
participated in five 10 events of the Banking System and of the Women Economist and
Accountant.

Inés Josefina Torres Mora, Association of Economists and Accountants of Camaguey. Cuba

Degree in Accounting, Master in Management Accounting and PhD in Accounting Sciences.
Professor of the Faculty of Economic Sciences of the University of Camagüey. Member of
the faculty of the Master of Management Accounting. She has been director of bachelor's,
master's and doctoral theses. He has participated as a speaker in congresses of recognized
prestige and publishes periodically in Indexed Magazines. He has been a visiting professor
at Mexican universities. Member of the Editorial Board of the Cuban Magazine of the MFP
and referee of three magazines. He has been an opponent of defense of bachelor's, master's
and doctoral theses. She has received recognition for her professional work such as,
nominated for the ANEC Abel Santamaría Award and the Cuban Academy of Sciences Award.
ANEC Honorary Member

Libertad Francisca Ortiz Salcedo, University of Camaguey

Assistant Professor and Master in Management Accounting. She works as a professor of
Accounting and Finance at the Faculty of Economics, University of Camagüey. In the last
three years, he has obtained six publications of articles, event memories, and has
participated in 8 national events. He is a member of the ANEC Scientific Committee. He has
tutored diploma projects and master's theses.

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Published

08-03-2023

How to Cite

Gómez Martínez, Y., Torres Mora, I. J., & Ortiz Salcedo, L. F. (2023). Application of financial indicators to evaluate the quality of service at banking branch 5872 “La caridad” of BPA in Camaguey . Cuban Magazine of Finance and Prices, 7(1), 18–32. Retrieved from https://www.mfp.gob.cu/revista/index.php/RCFP/article/view/04_V7N12023_YGMyOtros

Issue

Vol. 7 No. 1 (2023): enero - marzo

Section

Research articles

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