Citas bibligráficas
Manchay, G., (2023). Impacto de la calidad de servicio y satisfacción del cliente de la entidad financiera Mibanco, agencia San Juan de Collique, 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/34178
Manchay, G., Impacto de la calidad de servicio y satisfacción del cliente de la entidad financiera Mibanco, agencia San Juan de Collique, 2018 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/34178
@misc{renati/510346,
title = "Impacto de la calidad de servicio y satisfacción del cliente de la entidad financiera Mibanco, agencia San Juan de Collique, 2018",
author = "Manchay Flores, Gisella",
publisher = "Universidad Privada del Norte",
year = "2023"
}
This current thesis work aims to determine the impact of the quality of service and customer satisfaction of the financial entity Mibanco agency San Juan de Collique, 2018. The theories proposed by Juran Gryna, Bingham, Deming, Crosby y Denton were used. For this, a basic type of research was applied, with an explanatory scope, a quantitative approach, with a non-experimental and cross-sectional design. We worked with a population of 4000 clients, taking into account a sample of 351 clients, for the data collection the survey technique was used and the instrument was a questionnaire, as results it can be said that the quality of the service significantly impacts with customer satisfaction of the financial entity Mibanco agency San Juan de Collique, 2018, reaching a Spearman's Rho coefficient of 0.979, proving that said correlation presents a very high degree. Which means that, by strengthening the quality of service in this financial institution, a greater number of satisfied customers will also be achieved.
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