Citas bibligráficas
Vera, J., (2016). Efecto de la aplicación de un programa de mejora de procesos en el nivel de fidelización de clientes de una entidad financiera de Cajamarca 2014-2015 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/7165
Vera, J., Efecto de la aplicación de un programa de mejora de procesos en el nivel de fidelización de clientes de una entidad financiera de Cajamarca 2014-2015 [Tesis]. PE: Universidad Privada del Norte; 2016. https://hdl.handle.net/11537/7165
@misc{renati/430536,
title = "Efecto de la aplicación de un programa de mejora de procesos en el nivel de fidelización de clientes de una entidad financiera de Cajamarca 2014-2015",
author = "Vera Correa, Julio César",
publisher = "Universidad Privada del Norte",
year = "2016"
}
ABSTRACT This research deals with the effect of the implementation of a program of process improvement in the level of loyalty of a financial institution of Cajamarca. It is evident that it is as certain processes to be redesigned or improved impact on creating a stronger loyalty between the bank and the client relationship. The study was conducted through a paired T studen it consisted cross pre test results with post-test after program implementation process improvement. This program led to the development of a plan with concrete and specific actions in three dimensions. He was then executed to finally collect the results of such application. The pretest and posts were composed of 15 items. Such instruments allow assessing the initial retention and subsequent to the implementation of loyalty program. The items were classified into three aspects: quality customer loyalty as a means, ability to solve customer issues, customer loyalty activities. The results showed, in general, expressed some improvement in the coefficient of student TN which was 1,77647E-13. However, there is a significant improvement in the understanding that some processes were not implemented because of time and cost. The results concerning the quality of customer service coefficient was positive and reached 0.14. In terms of problem solving, the result was 0.01333333. With regard to the actions of loyalty force zero result, that is not evident improvement. In this way, it demonstrated the positive effect of the plan on the level of loyalty. This is consistent with supporting the authors who claim that every action loyalty generates a stronger link between the financial institution and the client. KEYWORDS: customer loyalty, process improvement, financial institution, financial market.
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