Procedimiento para la evaluación de la calidad de los servicios del Banco Popular de Ahorro.

Quality management on banking institutions is considered as an important topic given its importance in the process of actualization of the Cuban economic model. In the offices of Popular Saving Bank (BPA) in Las Tunas there have been manifested insufficiencies in the service quality management, among them is outstanding   the evaluation process which is limited to value only the perceptions of external clients, leaving unattended the necessary analysis  of the process. Therefore, this investigation was destined to design a procedure for the evaluation of service quality in BPA which operationalizes quality from a global perspective that integrates elements of the process and the perceived result in order to structure it, considering the identification of reliable and valid information about the process and the outcomes, it´s comparison to a given standard, the emission of value judgment and the consequent plan for improvement  to prevent and correct the detected deviations. The designed procedure reflected satisfactory results as much as in pertinence evaluation, as in the applications completed   in banking offices in Las Tunas, which allowed the elaboration of final reports that include improvements plans with corrective and preventive actions directed to eliminate, reduce or modify the inadequacies identified in these institutions of BPA in Las Tunas