Bibliographic citations
Pastor, D., Vallejo, R., Talavera, C., Astete, R. (2020). Calidad en el servicio al cliente de las empresas financieras en el sector microfinanciero en Lima Metropolitana [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/17507
Pastor, D., Vallejo, R., Talavera, C., Astete, R. Calidad en el servicio al cliente de las empresas financieras en el sector microfinanciero en Lima Metropolitana []. PE: Pontificia Universidad Católica del Perú; 2020. http://hdl.handle.net/20.500.12404/17507
@mastersthesis{sunedu/2663446,
title = "Calidad en el servicio al cliente de las empresas financieras en el sector microfinanciero en Lima Metropolitana",
author = "Astete Jaramillo, Rubén Darío",
publisher = "Pontificia Universidad Católica del Perú",
year = "2020"
}
In order to measure customer service quality on Financial Companies within the microfinance sector in Lima Metropolitan area, a descriptive investigation with a quantitative approach was designed. The target population included all the clients of the seven Financial Companies that operate in Peru (Compartamos Financiera, Financiera Confianza, Crediscotia Financiera, Financiera Proempresa, Financiera Credinka, Financiera Efectiva and Financiera Qapaq), which have offices in Lima Metropolitan area, this population was considered infinite since these institutions do not issue client lists. Whilethe sample was integrated by 385 clients who have credit products in any of these institutions and were randomly selected, this wasstratified according to the size of the loan placement market share. The SERVQUAL model was used, which consists on the application of questionnaires with 22 items grouped into five dimensions: (a) tangible elements, (b) reliability, (c) responsiveness, (d) security and (e) empathy. Through hypothesis tests, combining the ANOVA test and the t test, when comparing the averages each of the five dimensions mentioned before, these were proved to have a statistically significant impact on the quality of customer service construct. Among all the dimensions, security, followed by empathy, had the greatest impact when analyzed individually. The average expectation level is 4.90, while quality perception reached 3.86, generating a -1.04 gap which represents the quality of service. Since this gap is negative, Financial Companies are suggested to conduct a marketing research to identify their customers’ needs using this information to develop new innovative products and a service to exactly meet these needs, and thus overcome customers’ expectations.
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