The financial institutions like companies that provide services , has identified that the way to deliver and process its portfolio of services, has gained great importance in recent years because of increasing competition that offers a comprehensive and varied portafolio, that coupled with the quality of service integrated factors of efficiency and effectiveness in your corporate system. In addition to the above, these entities have chosen to structure three key components of its range of services: products, infrastructure, and service to the customer; in this sense the level of satisfaction of the customer service and compliance with the organizational goals are indicators of the response capacity of the entity in economic, organizational and sectoral terms.