Estrategias de calidad del servicio e instituciones bancariasfactores que influyen en la calidad del servicio percibida

Zusammenfassung

The aim of this paper is to analyze the quality of the services offered by banking entities. The objective of the research has been to identify the key factors determining the service quality as perceived by the clients of banking entities. as these factors are typically affected by fast changes in their environment (Jayawardhena, 2004, p. 186), it is important to note the way in which quality influences the customers' satisfaction. Others goals of the research focus on how the clients' satisfaction on the perceived service affects their loyalty to the entity. To check the relationships developed by the proposed model, a confirmatory factor analysis is carried by means of structural equations. To achieve this task, AMOS 6.0 will be used to verify the different hypotheses of the work, by previously finding both the level of reliability and the validity of the scale.