Rodríguez, E., Aguilar, C., Bernuy, G., Flores, A. (2021). Calidad en el servicio de los Agentes BCP para clientes de la Región Lima del Banco de Crédito del Perú [, Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/17955
Rodríguez, E., Aguilar, C., Bernuy, G., Flores, A. Calidad en el servicio de los Agentes BCP para clientes de la Región Lima del Banco de Crédito del Perú . PE: Pontificia Universidad Católica del Perú; 2021. http://hdl.handle.net/20.500.12404/17955
title = "Calidad en el servicio de los Agentes BCP para clientes de la Región Lima del Banco de Crédito del Perú",
author = "Flores Antonio, Angie Geraldine",
publisher = "Pontificia Universidad Católica del Perú",
year = "2021"
In recent years, the financial sector has been focusing their efforts in strengthening their relationship with clients and, largely, improving the experience of their clients. This is one of the main objectives of Banco de Crédito. Therefore, it is important that a study is carried out to evaluate the service quality in the attention channels focused on customer experience. There are several models to measure the service quality, but after the research found in the theoretical framework, it was established that SERVQUAL is one of the most recognized and accepted model. Furthermore, there are no validation studies for this model in bank agents around Metropolitan Lima. The objective of this study is to validate the SERVQUAL model applied to BCP agents around Metropolitan Lima, focusing on the perception of their clients through validation of the impact that their quality model has across their channel. Through statistical evidence it was found that, both dimensions (independent and dependent) have a consistent impact on the perceived service quality. Based on this information, the conclusions and recommendations presented at the end on this study allow for a concrete set of actions to improve the qualification of the service agent.
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