La calidad del servicio en el sector financiero en función de las dimensiones reconocidas y su impacto en la satisfacción del cliente, a través de los estudios documentales más relevantes a través de los tiempos
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Fecha
2023
Autores
López Becerra, Lina Marcela
Salazar Calderón, Yulieth Lorena
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
La calidad del servicio es crucial en las organizaciones para atraer y retener clientes. La
satisfacción del cliente influye en sus decisiones de compra. En el sector financiero, la calidad
del servicio es aún más importante, ya que afecta directamente la confianza y satisfacción
del cliente, fundamentales para su éxito. Actualmente, se observan variaciones notables en
la satisfacción del cliente con el servicio brindado por las instituciones financieras. Estas
fluctuaciones no son aleatorias, sino que están relacionadas con dimensiones clave de la
calidad del servicio. A pesar de los modelos de calidad de servicio existentes, se necesita una
evaluación más detallada de las dimensiones de calidad, proponiendo ajustes y mejoras. La
implementación de soluciones adaptadas podría alinear la academia con el sector empresarial
y satisfacer las expectativas cambiantes de los clientes. La revisión teórica destaca
dimensiones como fiabilidad, tangibilidad, responsabilidad, empatía y seguridad en los
servicios financiero vista en los modelos internacionales como SERVQUAL y SERVPERF
otros estudios respaldan la correlación positiva entre calidad del servicio y satisfacción del
cliente en el sector financiero colombiano. Prestar atención constante a las dimensiones
críticas de la calidad del servicio y optimizar la experiencia del cliente es esencial para
mantener y fortalecer la relación con ellos. Metodológicamente, se utiliza un enfoque
cualitativo basado en la interpretación de documentos para comprender las percepciones de
los clientes en relación con su satisfacción frente a los servicios financieros. Este enfoque
captura las complejidades de las experiencias del cliente, contribuyendo a un análisis más
completo.
Service quality is crucial in organizations to attract and retain customers. Customer satisfaction influences their purchasing decisions. In the financial sector, service quality is even more important as it directly impacts customer trust and satisfaction, which are fundamental to its success. Currently, noticeable variations in customer satisfaction with the service provided by financial institutions are observed. These fluctuations are not random but are related to key dimensions of service quality. Despite existing service quality models, a more detailed assessment of quality dimensions is needed, suggesting adjustments and improvements. The implementation of tailored solutions could align academia with the business sector and meet changing customer expectations. The theoretical review highlights dimensions such as reliability, tangibility, responsiveness, empathy, and security in financial services, as seen in international models like SERVQUAL and SERVPERF. Other studies support the positive correlation between service quality and customer satisfaction in the Colombian financial sector. Paying constant attention to critical dimensions of service quality and optimizing the customer experience is essential to maintain and strengthen customer relationships. Methodologically, a qualitative approach based on document interpretation is used to understand customer perceptions regarding their satisfaction with financial services. This approach captures the complexities of customer experiences, contributing to a more comprehensive analysis.
Service quality is crucial in organizations to attract and retain customers. Customer satisfaction influences their purchasing decisions. In the financial sector, service quality is even more important as it directly impacts customer trust and satisfaction, which are fundamental to its success. Currently, noticeable variations in customer satisfaction with the service provided by financial institutions are observed. These fluctuations are not random but are related to key dimensions of service quality. Despite existing service quality models, a more detailed assessment of quality dimensions is needed, suggesting adjustments and improvements. The implementation of tailored solutions could align academia with the business sector and meet changing customer expectations. The theoretical review highlights dimensions such as reliability, tangibility, responsiveness, empathy, and security in financial services, as seen in international models like SERVQUAL and SERVPERF. Other studies support the positive correlation between service quality and customer satisfaction in the Colombian financial sector. Paying constant attention to critical dimensions of service quality and optimizing the customer experience is essential to maintain and strengthen customer relationships. Methodologically, a qualitative approach based on document interpretation is used to understand customer perceptions regarding their satisfaction with financial services. This approach captures the complexities of customer experiences, contributing to a more comprehensive analysis.