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Modelo de Ecuaciones Estructurales (Con estimación PLS) basado en calidad de servicio y lealtad del Cliente de las Cajas Rurales Peruanas

Author

Listed:
  • Cesar Norabuena Mendoza

    (Universidad Católica Los Ángeles de Chimbote. Perú.)

  • Antonio Huamán Osorio

    (Universidad Nacional Santiago Antúnez de Mayolo. Perú.)

  • Edwin Ramirez Asis

    (Universidad San Pedro. Perú.)

Abstract

The main objective of the research was to analyse service quality and investigate its influence on customer loyalty in the Peruvian microfinance sector. The survey technique used involved collecting data from 385 clients through a questionnaire, using simple random sampling. The methodology was carried out using structural equation models (SEM) and the technique of partial least squares (PLS) analysis was chosen to evaluate the theoretical model using the Smart PLS 3.3.2 software. The finding revealed that the estimates obtained for the model significantly impact customer loyalty in rural savings and credit banks. The coefficient of determination for customer loyalty was r2 = 0.750 with a mean square error approximation (SRMR) of 0.063 that makes the confirmatory model relevant. In addition, the results of this study will be useful for bank managers and cashiers to improve their service quality policies. It is recommended to extend this study to other developing countries, since it was contextualised in the reality of the Peruvian financial system.

Suggested Citation

  • Cesar Norabuena Mendoza & Antonio Huamán Osorio & Edwin Ramirez Asis, 2021. "Modelo de Ecuaciones Estructurales (Con estimación PLS) basado en calidad de servicio y lealtad del Cliente de las Cajas Rurales Peruanas," Revista Ciencias Administrativas (CADM), IIA, Universidad Nacional de La Plata, Instituto de Investigaciones Administrativas, Facultad de Ciencias Económicas, Universidad Nacional de La Plata, issue 18, pages 3-14, July-Dece.
    • Handle: RePEc:lap:recadm:142
    DOI: 10.24215/23143738e081
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    More about this item

    Keywords

    Smart PLS; latent variable.;

    JEL classification:

    • G23 - Financial Economics - - Financial Institutions and Services - - - Non-bank Financial Institutions; Financial Instruments; Institutional Investors
    • G41 - Financial Economics - - Behavioral Finance - - - Role and Effects of Psychological, Emotional, Social, and Cognitive Factors on Decision Making in Financial Markets
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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