Assesment of quality in service and its impact on loyalty in Bancomer

Authors

  • Mauro Alejandro Monroy Ceseña Universidad Autónoma de Baja California Sur

Keywords:

Quality, services, loyalty, Banks

Abstract

This research work was carried out in 2 financial institutions BANCOMER in the city of La Paz, Baja California Sur, Mexico. The objective is to determine how quality averages affect the service in the customer loyalty stockings in two banks of the same business firm, and find out if there is significant difference between the means of the dimensions that build the quality in Customer service. A questionnaire was conducted and validated based on the SERVPERF methodology of Cronin and Taylor (1994) through the Alpha coefficient of Cronbach with a result of. 0,85, in addition; The quality of service and the loyalty of a Pearson correlation were analyzed, obtaining results from. 0,85. Finally, it was not possible to find a significant difference in the quality dimensions of the service perceived in the two BANCOMER financial institutions.

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Author Biography

  • Mauro Alejandro Monroy Ceseña, Universidad Autónoma de Baja California Sur
    Profesor - Investigador del Departamento de Economía

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Published

2020-01-26

Issue

No. 2 (2019): Número 2/2019, Época 2

Section

TRIBUNE

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How to Cite

Monroy Ceseña, M. A. (2020). Assesment of quality in service and its impact on loyalty in Bancomer. Revista De Estudios Empresariales. Second Era, 2, 190-211. https://revistaselectronicas.ujaen.es/index.php/REE/article/view/4640