Bibliographic citations
Arbulú, J., Padilla, P., Baca, J., Alarcón, A., Zevallos, E. (2018). Calidad en el servicio en las oficinas de la región Lima del banco BBVA continental para el público millennial [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/12724
Arbulú, J., Padilla, P., Baca, J., Alarcón, A., Zevallos, E. Calidad en el servicio en las oficinas de la región Lima del banco BBVA continental para el público millennial []. PE: Pontificia Universidad Católica del Perú; 2018. http://hdl.handle.net/20.500.12404/12724
@mastersthesis{sunedu/2654190,
title = "Calidad en el servicio en las oficinas de la región Lima del banco BBVA continental para el público millennial",
author = "Zevallos Sipán, Elvis",
publisher = "Pontificia Universidad Católica del Perú",
year = "2018"
}
It is known to be little relevant academic information to measuring the quality of services in the banking sector. This document analyzes the quality of the BBVA Continental Bank services, and centers its attention on the perception of the millennial of Lima. After researching the theoretical framework on which these lines are based, it can be ratified that there are no similar investigations published locally. At an international level, some documents have been found, all of which will be closely detailed in Chapter II, since they delve into the theoretic framework considered for this final dissertation. This study presents the Servqual model, applied in the banking sector through the conducting of surveys: 22 equal questions, before and after the execution of the service. In total, 451 surveys were carried out in more than 100 BBVA offices in order to apply a relevant statistical analysis regarding the quality of the banking service. After this exercise, the levels of adjustment have been found pertinent for all cases. Once this is stated, all the conclusions and recommendations are centered on a marketing approach, which will allow taking tangible actions and enhance the obtained scores at a future time. It is hoped that this work will serve as a frame of reference to promote new research in the years to come.
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