Calidad del servicio financiero de corresponsales no bancarios en la banca privada desde la Norma ISO 9001:2015

Abstract

This research work was carried out to identify the evidence and the possibility of the applicability of the ISO 9001-2015 standard in the financial services offered by the new mass service channels called Non-Banking Correspondents, which are called hereafter NBC. It is a theoretical investigation that used scientific sources of consultation such as scientific articles, manuals of control entities, ISO Standard, and laws and their regulatory frameworks. The information is obtained from the observation, analysis, and documentary understanding of the material previously described. The NBCs work with the support, sponsorship, and on behalf of the Financial Entities legally recognized in Ecuador. For this reason, the discussion is generated about the overcrowding of the NBC service, generating inclusion with unbanked sectors and simultaneously demanding quality parameters in said premises. As a result, it is determined that few banks have incurred in providing services through NBC. This service is not widespread and does not have the desired coverage, there is no focus on the quality of service, and financial institutions comply with parameters required by regulatory bodies.