Satisfacción del servicio percibido por clientes del Banco Azteca. Según modelo SERVQUAL, Trujillo – octubre 2014

• Autor: Zapata Quispe, Jhon Jairo
• Formato: tesis de grado
• Fecha de Publicación: 2014
• Institución: Universidad Nacional de Trujillo
• Repositorio: UNITRU-Tesis
• Lenguaje: español
• OAI Identifier: oai:dspace.unitru.edu.pe:20.500.14414/11523
• Enlace del recurso: https://hdl.handle.net/20.500.14414/11523
• Nivel de acceso: acceso abierto
• Materia: Satisfacción; Servicio; Clientes

The present study aimed to determine the level of satisfaction perceived by customers of Banco Azteca of Peru, Trujillo Province SERVQUAL Model 2014. According to service this research was based on a descriptive cross-sectional study was used as the survey instrument "SERVQUAL Model "to measure perceived service satisfaction, which consists of five dimensions (Tangibility, Reliability, responsiveness, Security, Empathy) with Likert scale, a random sample stratified by Bank branch, 197 clients Banco Azteca SA Statistical analysis was divided into two parts, the first refers to the assessment of the dimensions of satisfaction following the methodology of model SERVQUALl was reached to determine the level of satisfaction of the service perceived by customers as the SERVQUAL model is low with 54.3%. The second statistical analysis referred to a multivariate analysis using the dendrogram was obtained that clients were classified into 3 classes as Class 1 class called Satisfied customers in tangibility dimension, which consists of 39.09% of the customers who mostly give response are satisfied and fairly satisfied. Class 2 kind of unsatisfied customers called the dimension of tangibility, which is comprised of the 28.43% of customers who mostly they are dissatisfied response. The class named Class 3 Dissatisfied customers with the dimensions of tangibility and safety, which is comprised of the 32.49% of customers who mostly they are dissatisfied response