Bibliographic citations
Munguia, A., Vargas, A. (2021). Metodología ágil Scrum y su relación con la satisfacción del cliente de aplicativos móviles de las principales entidades bancarias declaradas transformadoras digitales en la sección de banca minorista en Lima Metropolitana, 2019 [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/655116
Munguia, A., Vargas, A. Metodología ágil Scrum y su relación con la satisfacción del cliente de aplicativos móviles de las principales entidades bancarias declaradas transformadoras digitales en la sección de banca minorista en Lima Metropolitana, 2019 [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/655116
@misc{renati/1289476,
title = "Metodología ágil Scrum y su relación con la satisfacción del cliente de aplicativos móviles de las principales entidades bancarias declaradas transformadoras digitales en la sección de banca minorista en Lima Metropolitana, 2019",
author = "Vargas Vega, Arón Andrés",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
This thesis has a non-experimental quantitative approach of correlational design whose general objective is to determine if the Scrum methodology is related to customer satisfaction of mobile applications of the main banking entities declared digital transformers in the retail banking section in Metropolitan Lima in 2019. The Scrum methodology and customer satisfaction are high-impact topics, which are constantly being developed in various industries around the world finding unexplored areas regarding the knowledge of the relationship of both variables. Consequently, they could improve work methodologies in the world of work, as well as the client or end user experience. The research was conducted on a population of 2,371,542 people, represented by a sample of 383 people; this information was collected through a survey composed of two sections, the first one focuses on the Scrum methodology variable, it was composed of 17 questions and was adapted from the article “The Impact of Scrum on Costumer Satisfaction An Empirical Study”; regarding the second section, it focused on the client satisfaction variable, composed of 27 questions and adapted, mainly, from SERVQUAL. In this way, both sections of the survey were taken to the context of the financial sector and validated by expert judges, finally obtaining a total of 44 Likert-type questions. The application of non-parametric statistics was used for the relationship between variables making use of the Chi-square statistic and the Spearman's Rho statistical test. The results show r = 0.68 verifying that there is a directly proportional relationship between the variables. Also, the results show that for a level of significance α = 0.05, it is p = 0.000 (<0.05) lower than the significance level was obtained demonstrating the significant existence of an average relationship between the Scrum methodology and customer satisfaction, suggesting to the key actors of the related scenarios take into account that the modifications of mobile applications developed with the Scrum methodology impact the user experience.
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