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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/31938

Title: Factores determinantes en la percepcion de la imagen y calidad de servicio y sus efectos en la satisfaccion del cliente. Un caso aplicado a la banca chilena [Determining factors in the perception of image and quality of service and its effect on client satisfaction. A case applied to Chilean banking]
Authors: Arancibia-Carvajal, Sara
Leguina, Adrian
Espinosa Zamorano, Paulina
Keywords: Intangible factors
Perceived quality
Image
Satisfaction
Issue Date: 2013
Publisher: Universidad del Zulia
Citation: ARANCIBIA-CARVAJAL, S., LEGUINA, A. and ESPINOSA ZAMORANO, P., 2013. Factores determinantes en la percepcion de la imagen y calidad de servicio y sus efectos en la satisfaccion del cliente. Un caso aplicado a la banca chilena [Determining factors in the perception of image and quality of service and its effect on client satisfaction. A case applied to Chilean banking]. Revista de Ciencias Sociales, 19 (2), pp.255-267.
Abstract: This research presents a model that allows banking managers to support resource management in response to the questions: What are the factors clients value most in order to maintain a good image and a perception of quality of service? How do these factors affect customer satisfaction? The proposal seeks to provide tools to better focus resources and actions to improve the offer of value, which also leads to client loyalty. Based on intellectual capital models, three factors composed of intangibles and one factor of physical equipment are proposed as influencing image and perceived quality. A satisfaction model is developed based on structural equation methodologies. Results indicate that personal attention and organizational efficiency are the factors that most affect the perception of quality. Personal attention and WEB efficiency are the factors that most influence image. Both perceived quality and image have considerable impact on client satisfaction.
Description: This paper is written in Spanish. This is an Open Access Article. It is published by Universidad del Zulia under the Creative Commons Attribution-NonCommerical-ShareAlike 3.0 Unported Licence (CC BY-NC-SA). Full details of this licence are available at: http://creativecommons.org/licenses/by-nc-sa/3.0/
Version: Published
URI: https://dspace.lboro.ac.uk/2134/31938
Publisher Link: http://produccioncientificaluz.org/index.php/rcs/article/view/13922
ISSN: 1315-9518
Appears in Collections:Published Articles (Social Sciences)

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