Modelo de Ecuaciones Estructurales (Con estimación PLS) basado en calidad de servicio y lealtad del Cliente de las Cajas Rurales Peruanas

Mendoza, Cesar Hernan Norabuena; Huamán-Osorio, Antonio; Ramírez-Asís, Edwin

doi:10.24215/23143738e081

Cited by 9 publications

(7 citation statements)

References 30 publications

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“…Furthermore, to test the proposed theoretical model, it was necessary to apply the methodology of structural equations to respond to the hypotheses raised in the research. A similar application of this methodology of structural equations was developed in the research (Norabuena et al 2021)…”

Section: Statistical Data Analysis Techniquesmentioning

confidence: 99%

Importance of Customer Service Channels, Services, and Products in Financial Culture

Escobedo,

Cruz-Tarrillo,

Aguirre Reyes

et al. 2024

Acad. J. Interdiscip. Stud.

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In this context where we live, equal access and participation of young people to financial services is a pending agenda. This research aims to determine financial inclusion's influence on higher education students' financial culture. This research is carried out under the parameters of the positivist paradigm with a non-experimental cross-sectional design. It was necessary to apply non-probabilistic convenience sampling to collect the data, obtaining 920 respondents. On the other hand, the exploratory and confirmatory analysis was carried out to find the factorial structure of the constructs. Furthermore, to test the proposed theoretical model, applying the methodology of structural equations was necessary. The results indicate an influence between the study variables, obtaining a ?= 0.855 and a p-value of 0.000. Besides, financial products influence financial culture with a ?= 0.331 and a p-value of 0.000), financial services in financial culture with a ?= 0.321 and a p-value of 0.000, and customer service channels in financial culture with a ?= 0.279 and a p-value of 0.000. Received: 11 November 2023 / Accepted: 28 January 2024 / Published: 5 March 2024

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Section: Statistical Data Analysis Techniquesmentioning

confidence: 99%

Importance of Customer Service Channels, Services, and Products in Financial Culture

Escobedo,

Cruz-Tarrillo,

Aguirre Reyes

et al. 2024

Acad. J. Interdiscip. Stud.

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“…In Peru, Norabuena et al (2021) showed that there is a significant effect between service quality and customer loyalty in rural savings and credit banks, concluding that managers and tellers should better implement their quality policies. On the other hand, Quintero et al (2019) stated that there is a dependence between service quality and loyalty, which allowed them to conclude that loyalty in the service sector is a consequence of good service quality since a customer will always choose to buy a certain quality product when that company offers it.…”

Section: Literature Reviewmentioning

confidence: 99%

Product Quality and Customer Loyalty: The Case of a Chocolate Production Cooperative, Peru

Espinoza,

Delgado,

Rodriguez

et al. 2023

J. of Law and Sust. Develop.

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Purpose: The objective was to determine the effect of product quality on customer loyalty in a cooperative that produces chocolate in Peru. Theoretical framework: The combination of information studied in advance by several authors and with the contribution of the findings presented in this work allows maximizing the knowledge of future researchers who decide to study product quality and customer loyalty together. Design/methodology/approach: Grounded theory and non-experimental, descriptive-correlational basic design were considered. In addition, a sample of 53 people was considered, of which three were representatives of the cooperative and 50 were customers of the cooperative; the interview and the survey were considered as techniques. The approach considered was a mixed qualitative-quantitative one. Findings: The qualitative data revealed that the cooperative is interested in improving product quality since it considers the opinion during and after sales, which has allowed it to increase customer loyalty little by little, but it still needs to expand its business since its production is minimal. In the quantitative findings, product quality with customer loyalty (0.842), cognitive loyalty (0.784) and affective loyalty (0.632) maintain a medium to very strong connection since they achieved a Pearson of 0.842. On the other hand, with conative loyalty there is no favorable connection since the sigma was higher than 0.05. Research, Practical & Social implications: The benefits that the studied cooperative can receive is to know the bottlenecks that are generating that they cannot expand their market and get the loyalty of their customers in the established brand. Customer loyalty can be achieved by offering quality products that specify in the labeling the health benefits of chocolate consumption and the ingredients it contains. Originality/value: The peculiarity of this work is that it examines selected cooperative that have not been performed in previous works and tests the soundness of the theories used.

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“…Este valor debe ser mayor que los valores de cada fila y columna respectivamente. Para analizar la validez discriminante se obtuvieron las cargas factoriales y cargas factoriales cruzadas (Norabuena-Mendoza et al, 2020). Siendo así, las cargas factoriales deben ser superiores a las cargas factoriales cruzadas (Ruiz et al 2010)…”

Section: Cargas Factoriales Cruzadasunclassified

Relación entre Calidad de Vida y Satisfacción Vital a través de la Inteligencia Emocional de Personas con Discapacidad Intelectual

Gavín-Chocano¹,

Torres-Luque²,

Rodríguez-Fernández³

et al. 2022

REV IBEROAM DIAGN EV

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En los últimos años, las personas con Discapacidad Intelectual han pasado a ocupar un lugar central en el desarrollo de nuevas estrategias para la consolidación de servicios de apoyo personal. El objetivo fue evaluar el potencial mediador de la Inteligencia Emocional sobre la Calidad de Vida. Participaron 79 sujetos (n=79), con una edad media de 36.82 años (±13.50) y grado de discapacidad promedio del 61.70%. Se utilizaron los instrumentos: Trait Meta Mood Scale 24, Escala INICO-FEAPS y Satisfaction with Life Scale. Se utilizó el enfoque de mínimos cuadrados parciales (PLS) del modelo de ruta. Los resultados evidenciaron la relación moderada entre las dimensiones de los instrumentos utilizados, siendo los coeficientes de determinación: Inteligencia Emocional (r²=.411) y satisfacción vital (r²=.385), con un error cuadrático medio (SRMR) de .072. Las consecuencias prácticas permitirán profundizar sobre el valor instrumental de la Inteligencia Emocional en los procesos de desarrollo personal y social.

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Modelo de Ecuaciones Estructurales (Con estimación PLS) basado en calidad de servicio y lealtad del Cliente de las Cajas Rurales Peruanas

Cited by 9 publications

References 30 publications

Importance of Customer Service Channels, Services, and Products in Financial Culture

Importance of Customer Service Channels, Services, and Products in Financial Culture

Product Quality and Customer Loyalty: The Case of a Chocolate Production Cooperative, Peru

Relación entre Calidad de Vida y Satisfacción Vital a través de la Inteligencia Emocional de Personas con Discapacidad Intelectual

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