The COVID-19 and the raw material crisis; exacerbated unemployment in Peru, it is necessary to use strategies that allow families to support themselves with small enterprises; methodologies such as communal banks, which despite their relative success in South American countries are not exempt from errors in some procedures. We plan to carry out an analysis of the quality of service provided by institutions to their members. A quantitative study with a descriptive scope was developed, with a population of 4,456 members of Adra Peru and Manuela Ramos in the south of the country; probabilistic sampling gave a sample size of 185 members; A questionnaire was applied in two parts, one on quality in banking aspects with the Servqual scale and another part on non-banking services. The results show that the quality of service is regular with a certain tendency towards the deficient, in aspects of banking service it is deficient in its dimensions of reliability, responsibility; while for the non-banking service it achieves a regular level, in factors such as capacity building, business management skills; It should be noted that the members perceive that there is a weakness of the institutions, legal aspect at the time of recovering loans.

Abstract

The COVID-19 and the raw material crisis; exacerbated unemployment in Peru, it is necessary to use strategies that allow families to support themselves with small enterprises; methodologies such as communal banks, which despite their relative success in South American countries are not exempt from errors in some procedures. We plan to carry out an analysis of the quality of service provided by institutions to their members. A quantitative study with a descriptive scope was developed, with a population of 4,456 members of Adra Peru and Manuela Ramos in the south of the country; probabilistic sampling gave a sample size of 185 members; A questionnaire was applied in two parts, one on quality in banking aspects with the Servqual scale and another part on non-banking services. The results show that the quality of service is regular with a certain tendency towards the deficient, in aspects of banking service it is deficient in its dimensions of reliability, responsibility; while for the non-banking service it achieves a regular level, in factors such as capacity building, business management skills; It should be noted that the members perceive that there is a weakness of the institutions, legal aspect at the time of recovering loans.