Atención al cliente y la fidelización de la Caja Municipal de Ahorro y Crédito de Piura del distrito Huamachuco 2021
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Date
2022
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Publisher
Universidad Nacional de Trujillo
Abstract
Esta tesis se desarrolló con el fin de determinar una solución a la problemática formulada: ¿Qué relación existe entre la Atención al Cliente y la Fidelización de la Caja Municipal de Ahorro y Crédito de Piura en el Distrito de Huamachuco 2021? Se enfatizó en la hipótesis propuesta: Existe una relación directa entre la Atención al Cliente y la Fidelización de la Caja Municipal de Ahorro y Crédito de Piura en el Distrito de Huamachuco 2021, para ello, se trabajó con un diseño descriptivo correlacional, estadístico; y se aplicó un cuestionario de 32 interrogantes a un grupo muestral de 96 clientes, la técnica empleada consistió en la encuesta. De este modo, se llegó a concluir que existe una relación positiva muy fuerte entre atención al cliente y fidelización de la Caja Municipal de Ahorro y Crédito de Piura en el Distrito de Huamachuco 2021, pues el valor del coeficiente fue de 0.858, resultando concluyente al 85%, demostrándose en una excelente atención que brinda la financiera y se recomendó: La Caja Municipal de Ahorro y Crédito de Piura en el Distrito de Huamachuco, se contrasta que tienen una buena relación positiva, también debe generar un plan de capacitación con el personal, para mantener o mejorar dichas acciones.
ABSTRACT This thesis was developed in order to determine a solution to the formulated problem: What relationship exists between Customer Service and Loyalty of the Municipal Savings and Credit Bank of Piura in the District of Huamachuco 2021? The proposed hypothesis was emphasized: There is a direct relationship between Customer Service and Loyalty of the Caja Municipal de Ahorro y Crédito de Piura in the District of Huamachuco 2021, for this, a descriptive correlational, statistical design was used; and a questionnaire with 32 questions was applied to a sample group of 96 clients. In this way, it was concluded that there is a very strong positive relationship between customer service and loyalty of the Caja Municipal de Ahorro y Crédito de Piura in the District of Huamachuco 2021, since the value of the coefficient was 0.858, resulting conclusive at 85%, demonstrating excellent service provided by the financial institution and recommended: The Caja Municipal de Ahorro y Crédito de Piura in the District of Huamachuco, it is confirmed that they have a good positive relationship, they must also generate a training plan with the staff , to maintain or improve said actions.
ABSTRACT This thesis was developed in order to determine a solution to the formulated problem: What relationship exists between Customer Service and Loyalty of the Municipal Savings and Credit Bank of Piura in the District of Huamachuco 2021? The proposed hypothesis was emphasized: There is a direct relationship between Customer Service and Loyalty of the Caja Municipal de Ahorro y Crédito de Piura in the District of Huamachuco 2021, for this, a descriptive correlational, statistical design was used; and a questionnaire with 32 questions was applied to a sample group of 96 clients. In this way, it was concluded that there is a very strong positive relationship between customer service and loyalty of the Caja Municipal de Ahorro y Crédito de Piura in the District of Huamachuco 2021, since the value of the coefficient was 0.858, resulting conclusive at 85%, demonstrating excellent service provided by the financial institution and recommended: The Caja Municipal de Ahorro y Crédito de Piura in the District of Huamachuco, it is confirmed that they have a good positive relationship, they must also generate a training plan with the staff , to maintain or improve said actions.
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Keywords
Atención al cliente, Fidelización, Capacitación de personal