Analysis of the organizational behavior of the internal customers of Banco Bancamía located in the city of Pasto

Introduction: The financial sector is catalogued as fundamental to the economy and that is why financial entities must adapt to the different needs of customers in an environment that is constantly changing.The financial institution Bancamia stands out for its financial inclusion by supporting entrepreneurs. This study focuses on analyzing the internal behavior of collaborators to identify improvements and opportunities with the objective of contributing to the sustainability of internal clients.Methods: Paradigm: The positivist paradigm is adopted, which focuses on explaining, predicting and controlling phenomena through the verification of theories. This approach avoids subjective biases in data collection and analysis, allowing to quantify variables such as employee satisfaction and productivity. The quantitative approach seeks to test existing theories based on hypotheses and requires a representative sample. This approach provides numerical data that help Bancamia to understand and improve the behavior and satisfaction of its employees in an objective manner.Results: The primary sources include all the information collected from the entity's employees through the survey. Followed by the secondary sources here is information collected by consulting monographs, articles, degree projects. And finally there are the tertiary sources here we found the information collected through electronic sources such as web pages, articles, among others.Conclusions: The thesis analyzes retention and work experience in Bancamia, highlighting a good level of employee retention, especially among young employees, due to an attractive work environment with significant benefits. However, there are areas for improvement in the work environment, integration and participation in decision making, especially in branches far from the main office, which affects motivation and commitment. To improve these areas, Bancamia has designed a comprehensive action plan focused on strengthening communication, setting achievable goals and fostering collaboration, with the aim of optimizing performance and the work environment in the entity.Recommendations: It is proposed to improve cohesion among collaborators through workshops and open communication. It is essential to involve employees in decision making in order to set realistic goals. In addition, management support in critical activities should be strengthened through continuous training. Finally, financial and non-financial incentives are recommended to increase motivation and reduce work pressure.