Abstract
In a globalized world, companies are under increasing pressure to generate a competitive advantage over others. Satisfying the needs or expectations of customers, becomes a predominant factor in attracting consumers for financial entities, so it is necessary to know the value of customer perception and satisfaction in such services. This study is based on analyzing the predominant factors, to know the perception that customers have on the quality of service of the financial companies of the segment 3 (assets: greater than 5′000.000,00 up to 20′000.000,00), according to the classification of the Standard for the segmentation of the entities of the popular and solidary financial sector [1]. These factors are immersed in variables of tangible aspects that reflect the perception of the service, as well as in aspects of an intangible nature that are perceived and valued by the customer. Those ones allow generating a competitive advantage in the financial services sector. The research was based on a model of variables to identify the tangible and intangible factors in customers satisfaction and their perception of quality and satisfied needs. The reliability analysis tested the hypotheses proposed in the research, while the factor analysis was used to identify the variables, their correlation and the validity of the study with its factors, the application of multiple linear regression analysis, allowed observing the effect of the independent variables on the dependent variables of perceived quality and satisfied needs.
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Arévalo Bonilla, V., Rodríguez Muñoz, P., Aguilar E., F.D. (2022). Customer Service Quality in Financial Entities a Factor for Generating Competitiveness in Times of Covid 19 Pandemic. In: Zambrano Vizuete, M., Botto-Tobar, M., Diaz Cadena, A., Durakovic, B. (eds) Innovation and Research - A Driving Force for Socio-Econo-Technological Development. CI3 2021. Lecture Notes in Networks and Systems, vol 511. Springer, Cham. https://doi.org/10.1007/978-3-031-11438-0_41
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