Publication: Satisfacción del cliente y nivel de ventas de plataforma en una entidad bancaria del distrito de San Isidro, Lima 2023
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Date
2023
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Universidad Nacional de Trujillo
Abstract
Esta investigación se llevó a cabo con el objetivo de determinar la relación que existe entre la satisfacción del cliente y el nivel de ventas de plataforma en una entidad bancaria del distrito de San Isidro, Lima 2023. Se adoptó un enfoque cuantitativo, tipo no experimental con un diseño descriptivo-correlacional, de corte transversal. La población objeto de estudio comprendió a 4680 clientes de plataforma, pertenecientes al periodo de octubre de 2022 a marzo de 2023, de la mencionada entidad bancaria en San Isidro. Se seleccionó una muestra aleatoria simple de 355 clientes. Para la recopilación de datos, se emplearon cuestionarios desarrollados a partir de la escala de Likert, validados mediante el juicio de expertos, y se demostró su confiabilidad a través de la prueba Alfa de Cronbach. Los datos recolectados fueron sometidos a un análisis estadístico mediante la prueba de correlación no paramétrica Rho Spearman, cuyo resultado fue de 0.838, indicando una relación positiva considerable entre la satisfacción del cliente y las ventas de plataforma en la entidad bancaria del Distrito de San Isidro, Lima 2023.
ABSTRACT This research was carried out with the objective of determining the relationship that exists between customer satisfaction and the level of platform sales in a banking entity in the district of San Isidro, Lima 2023. A quantitative, non-experimental approach was adopted with a descriptive-correlational, cross-sectional design. The population under study included 4,680 platform clients, belonging to the period from October 2022 to March 2023, of the aforementioned banking entity in San Isidro. A simple random sample of 355 clients was selected. For data collection, questionnaires developed from the Likert scale were used, validated through expert judgment, and their reliability was demonstrated through the Cronbach's Alpha test. The collected data were subjected to a statistical analysis using the non-parametric Rho Spearman correlation test, the result of which was 0.838, indicating a considerable positive relationship between customer satisfaction and platform sales in the banking entity of the San Isidro District. Lima 2023.
ABSTRACT This research was carried out with the objective of determining the relationship that exists between customer satisfaction and the level of platform sales in a banking entity in the district of San Isidro, Lima 2023. A quantitative, non-experimental approach was adopted with a descriptive-correlational, cross-sectional design. The population under study included 4,680 platform clients, belonging to the period from October 2022 to March 2023, of the aforementioned banking entity in San Isidro. A simple random sample of 355 clients was selected. For data collection, questionnaires developed from the Likert scale were used, validated through expert judgment, and their reliability was demonstrated through the Cronbach's Alpha test. The collected data were subjected to a statistical analysis using the non-parametric Rho Spearman correlation test, the result of which was 0.838, indicating a considerable positive relationship between customer satisfaction and platform sales in the banking entity of the San Isidro District. Lima 2023.
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Keywords
Satisfacción del cliente, Ventas, Entidad bancaria