Bibliographic citations
Paulino, L., Villacorta, L., Pizarro, C., Loayza, M. (2018). Vínculo entre el servicio de calidad y la lealtad del cliente en el sector bancario de Lima Metropolitana [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/11985
Paulino, L., Villacorta, L., Pizarro, C., Loayza, M. Vínculo entre el servicio de calidad y la lealtad del cliente en el sector bancario de Lima Metropolitana []. PE: Pontificia Universidad Católica del Perú; 2018. http://hdl.handle.net/20.500.12404/11985
@mastersthesis{sunedu/2664636,
title = "Vínculo entre el servicio de calidad y la lealtad del cliente en el sector bancario de Lima Metropolitana",
author = "Loayza Montenegro, Mario",
publisher = "Pontificia Universidad Católica del Perú",
year = "2018"
}
Has been set in this study to establish the linking grade that exists between the given service quality and the loyalty to clients in the banks from Metropolitan Lima. The four dimensions of the scale of BankServ, developed by Avkiran (1999) were considered: (a) the employees’ behavior, (b) credibility, (c) communication, and (d) the access to ATMs, following the proposal of Avkiran (1994). To measure the loyalty to the client, the attitudinal and behavioral aspects have been measured; considering the contribution of Delgado (2004). The research methodology that has been used corresponds to a cross-sectional quantitative survey of a descriptive-correlational type. The method of data collection was through face to face surveys in homes, people applied to 288, 25 to 55 years old, of the city of Lima, who use a bank product. At observing the correlations between variables of Quality and Loyalty, the final result of the analysis was that the dimensions of quality did not have a significant impact (pvalue > 0.05) on the loyalty dimensions. This affirmation is expressed as an advice and buying-back intention, and also as a change possibility. This implies that the level of importance that clients can give to certain characteristics of a bank does not define the loyalty that they can declare to the institution. There are many classical studies of loyalty to indicate that this is a direct result of customer satisfaction, however this direct link has been questioned in recent studies, according to which loyalty is determined by non-transactional and relational factors (Bravo Vasquez-Párraga & Zamora, 2005)
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