Citas bibligráficas
Sesa, G., (2024). Marketing de servicios para mejorar la satisfacción del cliente del Banco de Crédito del Perú, Agencia Pedro Ruiz - Chiclayo 2023 [Tesis, Universidad Privada Antenor Orrego]. https://hdl.handle.net/20.500.12759/43451
Sesa, G., Marketing de servicios para mejorar la satisfacción del cliente del Banco de Crédito del Perú, Agencia Pedro Ruiz - Chiclayo 2023 [Tesis]. PE: Universidad Privada Antenor Orrego; 2024. https://hdl.handle.net/20.500.12759/43451
@mastersthesis{renati/1360477,
title = "Marketing de servicios para mejorar la satisfacción del cliente del Banco de Crédito del Perú, Agencia Pedro Ruiz - Chiclayo 2023",
author = "Sesa Santisteban, Gonzalo Omar",
publisher = "Universidad Privada Antenor Orrego",
year = "2024"
}
This research was conducted with the purpose of developing a service marketing strategy that would improve customer satisfaction at the Banco de Crédito del Perú, Pedro Ruiz Agency - Chiclayo 2023. The problem was: In what way will service marketing achieve customer satisfaction at the Banco de Crédito del Perú in the Pedro Ruiz Agency - Chiclayo 2023? The hypothesis was: the service marketing strategy allows achieving customer satisfaction at the Banco de Crédito del Perú, at the Pedro Ruiz Agency – Chiclayo 2023. The general objective was: To develop service marketing strategies that improve customer satisfaction at the Banco de Crédito del Perú, Pedro Ruiz Agency - Chiclayo 2023. The population was 368 thousand customers, and the sample was 66 platform customers. The research design used was purposive. The technique used was the survey. As a result, it was found that the level of customer satisfaction at the BCP in the Chiclayo agency is low. The two key factors that negatively affect this satisfaction are: Customer expectations: Inadequate management of customer expectations can lead to disappointments and decrease their satisfaction. And the perceived performance of services: If the perceived quality of the services at BCP Chiclayo does not meet customer expectations, this will be reflected negatively in their satisfaction. Cronbach’s alpha coefficient was used to assess the reliability of the collected data.
Este ítem está sujeto a una licencia Creative Commons Licencia Creative Commons