Citas bibligráficas
Paredes, M., Arriaga, R. (2023). Propuestas de mejora de NPS en una entidad financiera a través de análisis de sensibilidad y optimización de procesos [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670469
Paredes, M., Arriaga, R. Propuestas de mejora de NPS en una entidad financiera a través de análisis de sensibilidad y optimización de procesos [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670469
@misc{renati/1295838,
title = "Propuestas de mejora de NPS en una entidad financiera a través de análisis de sensibilidad y optimización de procesos",
author = "Arriaga Velasquez, Renzo Jonathan",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The present research work consists of the development of a strategic plan that increases the NPS indicator in a well-known Peruvian financial institution, thus promoting customer satisfaction and customer loyalty. This research considers that service quality has a positive and proportional impact on customer satisfaction, and that these positive indicators are applied differently depending on the type of business or financial entity in particular. The difficulty of the study was that when analyzing the aspects that had a greater impact on the NPS percentage were those detracting clients who were in the typologies of fraud claims and unrecognized operations. These points worked correctly would lead us to the solution of the central problem which is to satisfactorily increase the NPS indicator of ''Bank A''. So, by applying the strategy proposed in the project, we can determine that, by increasing the favorability in the ONR, according to the client segment and up to a maximum of S/ 20 soles, because, in this scenario, the increase in NPS is maximum (+8 points) would contribute to reaching the goal of 74 NPS points at the end of this year.
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