Rodríguez Armas, Ángela FremiotVera Burgos, Jackeline Christy2025-01-222025-01-222024https://hdl.handle.net/20.500.14414/23297El siguiente informe de suficiencia laboral tiene como objetivo general implementar la cultura Samay para mejorar la calidad de atención del Banco de Crédito agencia Trujillo 2023. De acuerdo al análisis realizado el problema principal es el malestar de parte de los clientes en relación a tiempos de espera inadecuados, personal poco empático y dificultades con el software del banco para realizar las operaciones. Los resultados determino que con la implementación de la cultura samay del BCP agencia Trujillo, 2023 la calidad de servicio paso de 25% a 45.59% en su nivel bueno generándose un incremento del 20.59%. Con respecto a la banca mayorista en su nivel bueno paso de 31.67% a 46.67% aumentando un 15%; en la banca personas y banca pequeños negocios en su nivel bueno paso de 19.70% a 45.45% aumentando un 25.76% y en la banca privada en su nivel bueno paso de 20% a 40% aumentando un 20%.ABSTRACT The following labor sufficiency report has the general objective of implementing the Samay culture to improve the quality of service at the Banco de Crédito agency Trujillo 2023. According to the analysis carried out, the main problem is the discomfort on the part of customers in relation to waiting times. inadequate, unempathetic staff and difficulties with the bank's software to carry out operations. The results determined that with the implementation of the samay culture of the BCP Trujillo agency, 2023, the quality of service went from 25% to 45.59% at its good level, generating an increase of 20.59%. Regarding wholesale banking, its good level went from 31.67% to 46.67%, increasing by 15%; In personal banking and small business banking, at its good level, it went from 19.70% to 45.45%, increasing by 25.76%, and in private banking, at its good level, it went from 20% to 40%, increasing by 20%.application/pdfspainfo:eu-repo/semantics/openAccessCultura organizacionalCalidad de servicioCultura SamayDesempeño laboralinfo:eu-repo/semantics/bachelorThesishttps://purl.org/pe-repo/ocde/ford#5.02.04