QUALITY MANAGEMENT BASED ON THE EUROPEAN FOUNDATION FOR QUALITY MANAGEMENT MODEL (EFQM) AND THE DEVELOPMENT OF FINANCIAL COOPERATIVES FROM THE TUNGURAHUA PROVINCE

Abstract

Quality management is an administrative tool that allows improving the performance of organizations, whose contribution has been visible through obtaining satisfactory results. Quality excellence models have driven continuous advance, such is the case of the European Quality Foundation (EFQM) model around whose criteria the present investigation revolves. The studied universe was integrate with 51 Savings and Credit Cooperatives of the province of Tungurahua. Which belongs to segments 1, 2, 3 and 4, whose managers answered a structured questionnaire with 33 items, 27 of them distributed equally to each one of the nine criteria of the model, and six addressed to the descriptors of cooperative growth, the responses were assessed with the Likert scale (5 categories). The correlation between quality management and the growth of cooperatives was determined with the statistical package SPSS (version 24). Based on it was established that the growth of Savings and Credit Cooperatives is explained partially by the quality management of In addition, the existence of correlation between each one of the criteria of the quality model and the descriptors of the growth of the cooperatives was evaluated.