The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017

Descripción del Articulo

The present research is focused on being able to demonstrate that the new Imagine service model has an effect on the satisfaction of the Interbank Bank customers of the Comas 138 store, in order to verify the acceptance of this new service model. In this sense, the research is of an applicative type...

Descripción completa

Detalles Bibliográficos
Autor: Cauti Escobar, Luis Enrique
Formato: artículo
Fecha de Publicación:2020
Institución:Universidad Nacional Mayor de San Marcos
Repositorio:Revistas - Universidad Nacional Mayor de San Marcos
Lenguaje:español
OAI Identifier:oai:ojs.csi.unmsm:article/19131
Enlace del recurso:https://revistasinvestigacion.unmsm.edu.pe/index.php/administrativas/article/view/19131
Nivel de acceso:acceso abierto
Materia:Imagine format
omnichannel
design thinking
customer management
alternative care channels
Formato Imagine
omnicanalidad
gestión del cliente
canales alternativos de atención
id REVUNMSM_76108eff00a97ddb2598a63f0ec8cc21
oai_identifier_str oai:ojs.csi.unmsm:article/19131
network_acronym_str REVUNMSM
network_name_str Revistas - Universidad Nacional Mayor de San Marcos
repository_id_str
spelling The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017El nuevo modelo de atención imagine y su efecto en la satisfacción de los clientes del Banco Interbank de la tienda Comas 138, año 2015 - 2017Cauti Escobar, Luis EnriqueImagine formatomnichanneldesign thinkingcustomer managementalternative care channelsFormato Imagineomnicanalidaddesign thinkinggestión del clientecanales alternativos de atenciónThe present research is focused on being able to demonstrate that the new Imagine service model has an effect on the satisfaction of the Interbank Bank customers of the Comas 138 store, in order to verify the acceptance of this new service model. In this sense, the research is of an applicative type since all its aspects are theorized, although its scope is practical, also the design is correlational since its purpose is to describe the relationship of the variables and examine their impact. The data was obtained through surveys carried out on a sample of 277 clients. Therefore, the measurement and analysis of the reliability of the correlation coefficient was carried out, as well as the Cronbach’s Alpha score, obtaining 0.97 as a result, which is why it is determined that there is a very good correlation between the new Imagine care model and its effect on the satisfaction of the Interbank Bank customers of the Comas 138 store. In summary, it is true to say that the new service model Imagine if it has an effect on the satisfaction of the Interbank bank customers of the Comas 138 store.La presente investigación está enfocada en poder demostrar que el nuevo modelo de atención Imagine tiene un efecto en la satisfacción de los clientes del Banco Interbank de la tienda Comas 138, con el propósito de comprobar la aceptación de este nuevo modelo de atención. En ese sentido la investigación es de tipo aplicativa puesto que todos sus aspectos son teorizados, aunque sus alcances son prácticos, asimismo el diseño es correlacional ya que su finalidad es describir la relación de las variables y examinar su repercusión. La obtención de los datos fue a través de encuestas realizadas a una muestra de 277 clientes. Por lo consiguiente se realizó la medición y el análisis de la fiabilidad del coeficiente de correlación, así como la puntuación del Alfa de Cronbach obteniendo como resultado 0.97, por lo cual se determina que existe muy buena correlación entre el nuevo modelo de atención Imagine y su efecto en la satisfacción de los clientes del Banco Interbank de la tienda Comas 138. En síntesis, resulta cierto decir que el nuevo modelo de atención Imagine si tiene un efecto en la satisfacción de los clientes del banco Interbank de la tienda Comas 138.Universidad Nacional Mayor de San Marcos, Facultad de Ciencias Administrativas2020-11-18info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionArtículo revisado por paresapplication/pdfhttps://revistasinvestigacion.unmsm.edu.pe/index.php/administrativas/article/view/1913110.15381/gtm.v23i46.19131Gestión en el Tercer Milenio; Vol. 23 No. 46 (2020); 41-48Gestión en el Tercer Milenio; Vol. 23 Núm. 46 (2020); 41-481728-29691560-908110.15381/gtm.v23i46reponame:Revistas - Universidad Nacional Mayor de San Marcosinstname:Universidad Nacional Mayor de San Marcosinstacron:UNMSMspahttps://revistasinvestigacion.unmsm.edu.pe/index.php/administrativas/article/view/19131/16067Derechos de autor 2020 Luis Enrique Cauti Escobarhttps://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessoai:ojs.csi.unmsm:article/191312020-11-26T18:24:51Z
dc.title.none.fl_str_mv The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017
El nuevo modelo de atención imagine y su efecto en la satisfacción de los clientes del Banco Interbank de la tienda Comas 138, año 2015 - 2017
title The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017
spellingShingle The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017
Cauti Escobar, Luis Enrique
Imagine format
omnichannel
design thinking
customer management
alternative care channels
Formato Imagine
omnicanalidad
design thinking
gestión del cliente
canales alternativos de atención
title_short The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017
title_full The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017
title_fullStr The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017
title_full_unstemmed The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017
title_sort The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017
dc.creator.none.fl_str_mv Cauti Escobar, Luis Enrique
author Cauti Escobar, Luis Enrique
author_facet Cauti Escobar, Luis Enrique
author_role author
dc.subject.none.fl_str_mv Imagine format
omnichannel
design thinking
customer management
alternative care channels
Formato Imagine
omnicanalidad
design thinking
gestión del cliente
canales alternativos de atención
topic Imagine format
omnichannel
design thinking
customer management
alternative care channels
Formato Imagine
omnicanalidad
design thinking
gestión del cliente
canales alternativos de atención
description The present research is focused on being able to demonstrate that the new Imagine service model has an effect on the satisfaction of the Interbank Bank customers of the Comas 138 store, in order to verify the acceptance of this new service model. In this sense, the research is of an applicative type since all its aspects are theorized, although its scope is practical, also the design is correlational since its purpose is to describe the relationship of the variables and examine their impact. The data was obtained through surveys carried out on a sample of 277 clients. Therefore, the measurement and analysis of the reliability of the correlation coefficient was carried out, as well as the Cronbach’s Alpha score, obtaining 0.97 as a result, which is why it is determined that there is a very good correlation between the new Imagine care model and its effect on the satisfaction of the Interbank Bank customers of the Comas 138 store. In summary, it is true to say that the new service model Imagine if it has an effect on the satisfaction of the Interbank bank customers of the Comas 138 store.
publishDate 2020
dc.date.none.fl_str_mv 2020-11-18
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Artículo revisado por pares
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://revistasinvestigacion.unmsm.edu.pe/index.php/administrativas/article/view/19131
10.15381/gtm.v23i46.19131
url https://revistasinvestigacion.unmsm.edu.pe/index.php/administrativas/article/view/19131
identifier_str_mv 10.15381/gtm.v23i46.19131
dc.language.none.fl_str_mv spa
language spa
dc.relation.none.fl_str_mv https://revistasinvestigacion.unmsm.edu.pe/index.php/administrativas/article/view/19131/16067
dc.rights.none.fl_str_mv Derechos de autor 2020 Luis Enrique Cauti Escobar
https://creativecommons.org/licenses/by-nc-sa/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Derechos de autor 2020 Luis Enrique Cauti Escobar
https://creativecommons.org/licenses/by-nc-sa/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidad Nacional Mayor de San Marcos, Facultad de Ciencias Administrativas
publisher.none.fl_str_mv Universidad Nacional Mayor de San Marcos, Facultad de Ciencias Administrativas
dc.source.none.fl_str_mv Gestión en el Tercer Milenio; Vol. 23 No. 46 (2020); 41-48
Gestión en el Tercer Milenio; Vol. 23 Núm. 46 (2020); 41-48
1728-2969
1560-9081
10.15381/gtm.v23i46
reponame:Revistas - Universidad Nacional Mayor de San Marcos
instname:Universidad Nacional Mayor de San Marcos
instacron:UNMSM
instname_str Universidad Nacional Mayor de San Marcos
instacron_str UNMSM
institution UNMSM
reponame_str Revistas - Universidad Nacional Mayor de San Marcos
collection Revistas - Universidad Nacional Mayor de San Marcos
repository.name.fl_str_mv
repository.mail.fl_str_mv
_version_ 1795238263976361984
score 13.924177
The new imagine attention model and its effect on the customer satisfaction of the Interbank Bank of the Comas store 138, year 2015 - 2017
Nota importante:
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).

Ejemplares Similares