Bibliographic citations
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Rios, G., (2023). Calidad de servicio y satisfacción de los clientes de un banco privado en el distrito de Trujillo, 2022 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/36133
Rios, G., Calidad de servicio y satisfacción de los clientes de un banco privado en el distrito de Trujillo, 2022 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/36133
@misc{renati/430594,
title = "Calidad de servicio y satisfacción de los clientes de un banco privado en el distrito de Trujillo, 2022",
author = "Rios Diaz, Gian Carlos",
publisher = "Universidad Privada del Norte",
year = "2023"
}
Title: Calidad de servicio y satisfacción de los clientes de un banco privado en el distrito de Trujillo, 2022
Authors(s): Rios Diaz, Gian Carlos
Advisor(s): Briceño Morales, Jaime Rodolfo
Keywords: Calidad de servicio; Satisfacción del cliente; Relaciones con el cliente; Instituciones financieras; Service quality; Customer satisfaction; Servqual; Private banks
OCDE field: https://purl.org/pe-repo/ocde/ford#5.09.00
Issue Date: 4-Dec-2023
Institution: Universidad Privada del Norte
Abstract: El propósito de este estudio fue determinar la relación entre la calidad del servicio y la satisfacción del cliente en un banco privado, Trujillo, 2022. Se utilizó una metodología de investigación cuantitativa para evaluar la correlación entre las dos variables. El proyecto se diseñó con un enfoque no experimental de corte transversal, y la población del estudio fueron los clientes del banco con edades comprendidas entre 18 y 60 años y se encuestó a 357 clientes con un nivel de confianza del 95%, y un margen de error del 5%. La técnica de investigación aplicada fue una encuesta personal en un centro comercial, y el instrumento de encuesta utilizado fue un cuestionario en formato de escala Likert. Se utilizó el cuestionario Servqual para medir la variable calidad del servicio, y los resultados arrojaron un valor (p = 0,00), inferior a (0,05). Por tanto, se invalidó la hipótesis nula y se aceptó la hipótesis alternativa, lo que indica una intensa correlación entre la calidad del servicio y la satisfacción del cliente. Este estudio permitió comprender cómo afecta la calidad del servicio a la satisfacción del cliente en un banco privado, y el 38,4% de los participantes declararon estar "Plenamente satisfechos".
The purpose of this study was to determine the relationship between service quality and customer satisfaction in a private bank, Trujillo, 2022. A quantitative research methodology was used to evaluate the correlation between the two variables. The project was designed with a non-experimental cross-sectional approach, the study population consisted of bank clients aged between 18 and 60 years, and 357 clients were surveyed with a confidence level of 95%, and a margin of 5% error. The applied research technique was a personal survey in a shopping center, and the survey instrument used was a Likert scale questionnaire. The Servqual questionnaire was used to measure the quality of service variable, and the results yielded a (p value of 0.00), less than (0.05). Therefore, the null hypothesis was invalidated and the alternative hypothesis was accepted, indicating a strong correlation between service quality and customer satisfaction. This study allowed us to understand how the quality of the service affects customer satisfaction in a private bank, and 38.4% of the participants stated that they were "Fully satisfied".
The purpose of this study was to determine the relationship between service quality and customer satisfaction in a private bank, Trujillo, 2022. A quantitative research methodology was used to evaluate the correlation between the two variables. The project was designed with a non-experimental cross-sectional approach, the study population consisted of bank clients aged between 18 and 60 years, and 357 clients were surveyed with a confidence level of 95%, and a margin of 5% error. The applied research technique was a personal survey in a shopping center, and the survey instrument used was a Likert scale questionnaire. The Servqual questionnaire was used to measure the quality of service variable, and the results yielded a (p value of 0.00), less than (0.05). Therefore, the null hypothesis was invalidated and the alternative hypothesis was accepted, indicating a strong correlation between service quality and customer satisfaction. This study allowed us to understand how the quality of the service affects customer satisfaction in a private bank, and 38.4% of the participants stated that they were "Fully satisfied".
Link to repository: https://hdl.handle.net/11537/36133
Discipline: Maestría en Gerencia de Marketing y Gestión Comercial
Grade or title grantor: Universidad Privada del Norte. Escuela de Posgrado y Estudios Continuos
Grade or title: Maestro en Gerencia de Marketing y Gestión Comercial
Juror: Roncal Vergel, Luis Estuardo; Rodriguez Roman, Patricia Mercedes; Leon Villarruel, Miguel Angel
Register date: 14-Mar-2024
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