Calidad de servicio en clientes del Banco de Crédito del Perú, Iquitos 2014
Date
2015-08-07
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Universidad Científica del Perú
Abstract
El objetivo de este trabajo fue: evaluar la calidad de servicio en los clientes del Banco de Crédito del Perú de Iquitos, en el año 2014. Para ello, se estructuró una investigación de tipo descriptivo, de diseño no experimental y transversal. La población estuvo conformada por los clientes del banco, y la muestra fue de 79 clientes seleccionados aleatoriamente.
La técnica que se empleó fue la encuesta y el instrumento fue el cuestionario de calidad de servicio bancario.
Los resultados indican que el 61% de clientes del Banco de Crédito del Perú de la ciudad de Iquitos, manifestaron que hay calidad de servicio en dicha organización, aceptando la hipótesis de investigación: en el Banco de Crédito de Iquitos, existe calidad de servicios a los clientes, año 2014.
This research work aimed to: evaluate the quality of service in the clients of the Banco de Crédito del Perú in Iquitos, in 2014. To do this, a descriptive, non-experimental, cross-sectional research was structured. The population for the research was made up of the bank's clients, the sample was applied to 79 clients who were randomly selected. The technique used in the data collection was the survey and the instrument was the bank service quality questionnaire. The results indicate that 61% of clients of the Bank of Credit of Peru in the city of Iquitos, stated that there is quality of service in said organization, accepting the research hypothesis: in the Bank of Credit of Iquitos, there is quality of services to customers, year 2014.
This research work aimed to: evaluate the quality of service in the clients of the Banco de Crédito del Perú in Iquitos, in 2014. To do this, a descriptive, non-experimental, cross-sectional research was structured. The population for the research was made up of the bank's clients, the sample was applied to 79 clients who were randomly selected. The technique used in the data collection was the survey and the instrument was the bank service quality questionnaire. The results indicate that 61% of clients of the Bank of Credit of Peru in the city of Iquitos, stated that there is quality of service in said organization, accepting the research hypothesis: in the Bank of Credit of Iquitos, there is quality of services to customers, year 2014.
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Keywords
Calidad de servicio, Sistema bancario, Servicio al cliente, Quality of service, Banking system, Customer service
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