Factores que influyen en la Percepción de la Calidad del Servicio Bancario (Validación del Instrumento)

Ivan Guillermo González-Palomo; Diana Maricela Vásquez-Treviño; Juan Patricio Galindo-Mora; Monica Blanco-Jiménez

doi:10.29105/revin21.42-446

Authors

Ivan Guillermo González-Palomo Universidad Autónoma de Nuevo León https://orcid.org/0000-0002-8826-8890
Diana Maricela Vásquez-Treviño Universidad Autónoma de Nuevo León https://orcid.org/0000-0002-0567-2442
Juan Patricio Galindo-Mora Autonomous University of Nuevo León https://orcid.org/0000-0003-0212-566X
Monica Blanco-Jiménez Autonomous University of Nuevo León https://orcid.org/0000-0001-7489-4826

DOI:

https://doi.org/10.29105/revin21.42-446

Keywords:

Human Resource, Installed Service Capacity, Service Marketing, Perception of Quality of Service, Library Services

Abstract

This research is of relevance for the financial sector, especially for banking institutions, since it identifies the factors that influence the customer's perception of service quality at the end of customer service at the branch. The background of the problem is presented and contextualized with the variables to be studied with the instrument. The theoretical framework of the variables is constructed, then each one is defined and operationalized. The instrument is validated qualitatively and quantitatively. At the end, the pilot test is carried out, obtaining Cronbach's alphas and KMO with statistically acceptable values.

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References

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