scholarly journals Calidad del servicio percibida por clientes de entidades bancarias de Castilla y León y su repercusión en la satisfacción y lealtad a la misma

2008 ◽  
pp. 105
Author(s):  
José Ángel Miguel Dávila ◽  
Marcela Flórez Romero
Keyword(s):  
Service Quality ◽  
New Technologies ◽  
Great Influence ◽  
Physical Structure ◽  
Structural Equations ◽  
Key Factors ◽  
Castilla Y Leon ◽  
Nuevas Tecnologías ◽  
Main Components ◽  
Structural Equations Model

El propósito de la investigación está enmarcado en el estudio de la calidad del servicio que prestan las entidades bancarias. El objetivo de la investigación ha sido el de identificar los factores que determinan la calidad del servicio que perciben los clientes de las entidades bancarias de Castilla y León, y de cómo la calidad influye en su satisfacción. Así mismo, se trata también de identificar cómo la satisfacción de los clientes por el servicio prestado afecta a su lealtad hacia la entidad.<br />Mediante un análisis factorial de componentes principales, se encontraron los factores que influyen en la calidad: i) aspectos físicos (estructura física, ubicación conveniente, equipamiento moderno, vigilancia, aspecto limpio, etc.); ii) aspectos de la prestación del servicio (operaciones y servicios convencionales que realiza y ofrece la entidad, confianza y conocimiento que transmite el personal, atención personalizada, tiempos de respuesta, reputación de la entidad); y iii) nuevas tecnologías (cajeros, Internet o banca telefónica). Posteriormente, los resultados del modelo de ecuaciones estructurales, muestran una gran influencia de los aspectos de la prestación del servicio en la calidad del servicio, así como la demostración de la calidad como antecedente de la satisfacción y la influencia que ejerce la calidad en la satisfacción y ésta en la lealtad del cliente a la entidad bancaria.<br /><br />The aim of this paper is to analyze the quality of the services offered by banking entities. The objective of the research has been to identify the key factors determining the service quality as perceived by the clients of banking entities in Castilla y León; it is important to note the way in which quality influences the customers' satisfaction. Others goals of the research focus on how the clients' satisfaction on the perceived service affects their loyalty to the entity.<br />Through a factor analysis of the main components, the key features influencing quality were found: i) physical aspects (physical structure, conveniente location, modern equipment, etc.), ii) aspects of service's performance (conventional operations and services which the bank offers and performs, personalized service, reputation of the entity, etc.), and iii) new technologies (cash dispenser, internet or phone banking). Afterwards, the results of the structural equations model indicate a great influence of the aspects of service's performance in the service quality. They also demonstrate that quality appears as an antecedent of satisfaction and that there is an influence of quality in satisfaction and of satisfaction in the loyalty of the customer to the banking entity.<br />

scholarly journals Calidad del servicio percibida por clientes de entidades bancarias de Castilla y León y su repercusión en la satisfacción y lealtad a la misma

2008 ◽  
pp. 105 ◽  
Author(s):  
José Ángel Miguel Dávila ◽  
Marcela Flórez Romero
Keyword(s):  
Service Quality ◽  
New Technologies ◽  
Great Influence ◽  
Physical Structure ◽  
Structural Equations ◽  
Key Factors ◽  
Castilla Y Leon ◽  
Nuevas Tecnologías ◽  
Main Components ◽  
Structural Equations Model

El propósito de la investigación está enmarcado en el estudio de la calidad del servicio que prestan las entidades bancarias. El objetivo de la investigación ha sido el de identificar los factores que determinan la calidad del servicio que perciben los clientes de las entidades bancarias de Castilla y León, y de cómo la calidad influye en su satisfacción. Así mismo, se trata también de identificar cómo la satisfacción de los clientes por el servicio prestado afecta a su lealtad hacia la entidad.<br />Mediante un análisis factorial de componentes principales, se encontraron los factores que influyen en la calidad: i) aspectos físicos (estructura física, ubicación conveniente, equipamiento moderno, vigilancia, aspecto limpio, etc.); ii) aspectos de la prestación del servicio (operaciones y servicios convencionales que realiza y ofrece la entidad, confianza y conocimiento que transmite el personal, atención personalizada, tiempos de respuesta, reputación de la entidad); y iii) nuevas tecnologías (cajeros, Internet o banca telefónica). Posteriormente, los resultados del modelo de ecuaciones estructurales, muestran una gran influencia de los aspectos de la prestación del servicio en la calidad del servicio, así como la demostración de la calidad como antecedente de la satisfacción y la influencia que ejerce la calidad en la satisfacción y ésta en la lealtad del cliente a la entidad bancaria.<br /><br />The aim of this paper is to analyze the quality of the services offered by banking entities. The objective of the research has been to identify the key factors determining the service quality as perceived by the clients of banking entities in Castilla y León; it is important to note the way in which quality influences the customers' satisfaction. Others goals of the research focus on how the clients' satisfaction on the perceived service affects their loyalty to the entity.<br />Through a factor analysis of the main components, the key features influencing quality were found: i) physical aspects (physical structure, conveniente location, modern equipment, etc.), ii) aspects of service's performance (conventional operations and services which the bank offers and performs, personalized service, reputation of the entity, etc.), and iii) new technologies (cash dispenser, internet or phone banking). Afterwards, the results of the structural equations model indicate a great influence of the aspects of service's performance in the service quality. They also demonstrate that quality appears as an antecedent of satisfaction and that there is an influence of quality in satisfaction and of satisfaction in the loyalty of the customer to the banking entity.<br />

scholarly journals Algunas claves en una experiencia de personalización en la formación abierta

2010 ◽  
pp. a135
Author(s):  
Manuel Fandos Igado ◽  
Jacobo Cano Escoriaza
Keyword(s):  
Service Quality ◽  
Learning Process ◽  
New Technologies ◽  
Teaching Staff ◽  
Key Factors ◽  
Open Learning ◽  
Nuevas Tecnologías ◽  
The University ◽  
Trabajo Colaborativo

Este artículo parte de las oportunidades y dificultades que se presentan en el seno de las empresas de formación (en modalidad no presencial) al tener que armonizar la voluntad de ofrecer una formación individualizada y la necesidad de una estandarización de los productos y servicios que permitan la supervivencia de las mismas. En el desarrollo de sus reflexiones reflejan el modelo que ha implementado el grupo Master.D para conciliar estas dificultades y cómo se puede articular esta conciliación con la necesaria calidad del producto y del servicio que se brinda al alumnado -clientes en el caso de las empresas-. Se aporta un análisis sobre el rol de los docentes en este contexto formativo y la conveniencia de un riguroso trabajo colaborativo entre este tipo de empresas y el ámbito universitario y describe el proceso de tutorización y seguimiento individualizado en el proceso formativo del alumnado. Una reflexión sobre el rol de los docentes en este contexto y la conveniencia de un riguroso trabajo conjunto entre este tipo de empresas y la reflexión teórico académica del mundo universitario, la investigación en el tratamiento de las nuevas posibilidades que ofrece el desarrollo de las nuevas tecnologías, así como la focalización en el acompañamiento del aprendiz son algunos de los indicadores más destacados que se presentan.Some key factors in the experience of the personalisation of open learning Abstract This article breaks down the opportunities and difficulties that are presented in the backbone of companies dedicated to education (not based on attendance) to have to harmonise the desire to offer personalised education and the need to standardise the products and services that permit their existence. In the development of these reflections the model that the Master.D Group has implemented to reconcile these difficulties is presented, and how this reconciliation can be articulated with the necessary product and service quality that is offered to the student -customers in the case of the company-. An analysis of the role of the teaching staff is provided in this formative context and the convenience of a collaborative rigorous job within this type of company and in the university sphere, and describes the process of tutorisation and personalised monitoring in the student’s learning process. A reflection of the role of the teaching staff in this context and the convenience of a joint rigorous job within this type of company, the academic theory reflected in the university sphere, the investigation into the treatment of new possibilities that the development of new technologies offer, as well as the focus on the accompaniment of learning are some of the most prominent indicators that are presented.

scholarly journals Key Factors for In-Store Smartphone Use in an Omnichannel Experience: Millennials vs. Nonmillennials

Complexity ◽  
2018 ◽  
Vol 2018 ◽  
pp. 1-14 ◽  
Author(s):  
Ana Mosquera ◽  
Emma Juaneda-Ayensa ◽  
Cristina Olarte-Pascual ◽  
Jorge Pelegrín-Borondo
Keyword(s):  
Behavioral Intention ◽  
New Technologies ◽  
Structural Equations ◽  
Actual Behavior ◽  
Key Factors ◽  
Early Adopters ◽  
Brick And Mortar ◽  
Smartphone Use ◽  
Use Behavior ◽  
Behavioral Intention To Use

The in-store use of smartphones is revolutionizing the customer journey and has the potential to become an important driver in the omnichannel context. This paper aims at identifying the key factors that influence customers’ intentions to use smartphones in-store and their actual behavior and to test the moderating effect of age, differentiating between millennials and nonmillennials, as millennials are considered digital natives and early adopters of new technologies. We applied the UTAUT2 model to a sample of 1043 Spanish customers, tested it using structural equations, and performed a multigroup analysis to compare the results between the two groups. The results show that the model explains both the behavioral intention to use a smartphone in a brick-and-mortar store and use behavior. The UTAUT2 predictors found to be most important were habit, performance expectancy, and hedonic motivation. However, the study shows that the only difference between millennials and nonmillennials with regard to the use of smartphones in-store is the effects of behavioral intention and habit on use behavior. The study adds to the existing knowledge by providing evidence in support of the validity of UTAUT2 as an appropriate theoretical basis to explain effectively behavioral intention, specifically the in-store use of smartphones.

scholarly journals COVID-19 lockdown and the satisfaction with online food delivery providers

2021 ◽  
pp. 200-209
Author(s):  
Washington Macías-Rendón ◽  
Katia Rodríguez-Morales ◽  
Holger Raúl Barriga-Medina
Keyword(s):  
Service Quality ◽  
Qualitative Analysis ◽  
Food Quality ◽  
Food Delivery ◽  
Structural Equations ◽  
Risk Exposure ◽  
Personal Contact ◽  
Exposure Reduction ◽  
Positive Attitudes ◽  
Structural Equations Model

The objectives of this research are to qualitatively explore the attitudes towards online food delivery providers (ODP) during the COVID-19 lockdown in Ecuador, and to quantitatively analyse whether there are changes in e-satisfaction with ODPs and three determinants (e-service quality, delivery workers personal aspects, and food quality). Qualitative analysis results of 104 customer opinions showed positive attitudes towards ODPs and a new motivation for using this service: risk exposure reduction. However, concerns about the application of biosafety guidelines by restaurants and delivery workers were also evident. A structural equations model (n=483) revealed that personal aspects lost significance as a determinant for e-satisfaction during the lockdown, most likely due to personal contact reduction during delivery.

scholarly journals Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment

2021 ◽  
Vol 18 (5) ◽  
pp. 2403
Author(s):  
José M. Ramírez-Hurtado ◽  
Alfredo G. Hernández-Díaz ◽  
Ana D. López-Sánchez ◽  
Víctor E. Pérez-León
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Online Teaching ◽  
New Technologies ◽  
Considerable Change ◽  
Structural Equations ◽  
Face To Face ◽  
Online Format ◽  
Quality In Higher Education

The use of the Internet to develop new technologies has generated a considerable change in teaching and student learning in higher education. The pandemic caused by COVID-19 has forced universities to switch from face-to-face to online instruction. Furthermore, this transfer process was planned and executed quickly, with urgent redesigns of courses originally conceived for live teaching. The aim of this work is to measure the service quality of online teaching delivered during the COVID-19 period. The methodology was based on an importance-performance analysis using a structural equations model. The data were obtained from a sample of 467 students attending a university in southern Spain. The results reveal five priority attributes of online teaching that need to be improved in order to enhance the service quality of the virtual instruction provided to students. Universities need to redefine their online format by integrating methodological and technological decisions and involving collaboration between teachers, students and administration staff and services. The results do not apply to educational institutions that exclusively teach courses online, but to those institutions that had to rapidly adapt, and shift course material originally designed for face-to-face training.

scholarly journals LAS PLATAFORMAS DIGITALES EN EL DESARROLLO DEL ENOTURISMO EN CASTILLA Y LEÓN: PÁGINAS WEB Y REDES SOCIALES

2020 ◽  
pp. 47-69
Author(s):  
Julio Fernández Portela ◽  
Carlos J. Pardo Abad
Keyword(s):  
Social Networks ◽  
Rural Development ◽  
Economic Activity ◽  
New Technologies ◽  
Redes Sociales ◽  
Wine Tourism ◽  
Castilla Y Leon ◽  
The World ◽  
Nuevas Tecnologías

El enoturismo es una actividad económica en crecimiento en Castilla y León. Cada vez son más las personas interesadas en conocer el mundo de la vid y el vino, convirtiéndose en uno de los pilares del desarrollo rural en las llanuras del Duero. Para lograr este papel clave en el territorio, esta actividad ha tenido que adaptarse a los cambios en los gustos de los consumidores y, en especial, a las nuevas formas de comunicación digital, más rápidas y directas. Con este trabajo se pretende ver la situación existente en las bodegas castellano-leonesas en el ámbito de las nuevas tecnologías y, en especial, de las páginas web y redes sociales, dos herramientas claves para el desarrollo del turismo enológico. Wine tourism is a growing economic activity in Castilla y León. More and more people are interested in knowing the ins and outs of the world of wine, so wine is becoming one of the pillars of rural development in the plains of the Duero. In order to achieve this key role in the territory, this activity has had to adapt to changes in the tastes of consumers and, especially, to faster and more direct new forms of communication. This paper aims to outlook the existing situation in the wineries of Castilla y León in the field of new technologies and, especially, of websites and social networks, two key tools for the development of wine tourism.

scholarly journals ¿Marketing jurídico o promoción de despachos?

2013 ◽  
Author(s):  
Juan Jacobo Núñez Martínez
Keyword(s):  
Economic Crisis ◽  
New Technologies ◽  
Law Firms ◽  
Marketing Plan ◽  
Key Factors ◽  
Nuevas Tecnologías ◽  
New Form

La actual crisis económica está llevando a muchos despachos de abogados a promocionarse en distintos medios comunicación, especialmente a través de las nuevas tecnologías, con el objeto de atraer un mayor número de clientes. No obstante esta nueva forma de promoción de los bufetes, no están teniendo los resultados esperados debido a que no se ha seguido un plan de marketing previamente diseñado con objetivos claros y concretos, debido al desconocimiento existente en el sector, y por ello se trata simplemente de publicidad. En este artículo analizamos el fenómeno de promoción en los despachos de abogados, así como indicamos algunas claves que consideramos serían convenientes para poder realizar una promoción más eficaz de los mismos y atraer a un mayor número de clientes.The actual economic crisis is forcing many law firms to promote themselves in different means of communication, especially through new technologies, with the objective to attract a higher number of clients. However, this new form of promoting law firms is not having the expected results due to the fact that they have not previously created a marketing plan designed with concrete and clear objectives, due to the existing inexperience in the sector, and because of that it is simply advertising. In this article we analyze the phenomenon of promoting in law firms, as well as indicate some key factors which we consider convenient in order to realize a more effective promotion of the same and attract a higher number of clients.

scholarly journals In-Situ Synthesis of TiO2@GO Nanosheets for Polymers Degradation in a Natural Environment

Polymers ◽  
2021 ◽  
Vol 13 (13) ◽  
pp. 2158
Author(s):  
Yueqin Shi ◽  
Zhanyang Yu ◽  
Zhengjun Li ◽  
Xiaodong Zhao ◽  
Yongjun Yuan
Keyword(s):  
Natural Environment ◽  
New Technologies ◽  
Separation Efficiency ◽  
Basic Mechanism ◽  
Chemical Degradation ◽  
Natural Environments ◽  
Additional Energy ◽  
Photogenerated Electrons ◽  
Main Components

Plastic photodegradation naturally takes 300–500 years, and their chemical degradation typically needs additional energy or causes secondary pollution. The main components of global plastic are polymers. Hence, new technologies are urgently required for the effective decomposition of the polymers in natural environments, which lays the foundation for this study on future plastic degradation. This study synthesizes the in-situ growth of TiO2 at graphene oxide (GO) matrix to form the TiO2@GO photocatalyst, and studies its application in conjugated polymers’ photodegradation. The photodegradation process could be probed by UV-vis absorption originating from the conjugated backbone of polymers. We have found that the complete decomposition of various polymers in a natural environment by employing the photocatalyst TiO2@GO within 12 days. It is obvious that the TiO2@GO shows a higher photocatalyst activity than the TiO2, due to the higher crystallinity morphology and smaller size of TiO2, and the faster transmission of photogenerated electrons from TiO2 to GO. The stronger fluorescence (FL) intensity of TiO2@GO compared to TiO2 at the terephthalic acid aqueous solution indicates that more hydroxyl radicals (•OH) are produced for TiO2@GO. This further confirms that the GO could effectively decrease the generation of recombination centers, enhance the separation efficiency of photoinduced electrons and holes, and increase the photocatalytic activity of TiO2@GO. This work establishes the underlying basic mechanism of polymers photodegradation, which might open new avenues for simultaneously addressing the white pollution crisis in a natural environment.

scholarly journals Key Factors of Sustainability for Smartphones Based on Taiwanese Consumers’ Perceived Values

2018 ◽  
Vol 10 (12) ◽  
pp. 4446 ◽  
Author(s):  
Jui-Che Tu ◽  
Xiu-Yue Zhang ◽  
Sin-Yi Huang
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Perceived Value ◽  
Income Level ◽  
Demographic Variables ◽  
Key Factors ◽  
Significant Difference ◽  
Perceived Values ◽  
Perceived Price ◽  
Key Factor

The rapid growth of smartphones over recent decades has brought a large amount of e-waste as well as an increased carbon footprint. Facing severe environmental issues, sustainable development of smartphones has become a particularly important public concern. The main aim of this study was to clarify the key factor of sustainability for smartphones based on Taiwanese consumers’ perceived values. Apple’s iPhone was taken as an example. First, key factors of perception that smartphone consumers valued the most in terms of sustainable practice were extracted through a factor analysis. Second, demographic differences related to these key factors were investigated through t-test and one-way ANOVA analyses; demographic variables were gender, age, education level, occupation, and income level. The results were as follows: (1) the key factors were “recognition”, “brand advantage”, “service quality”, “usage period”, and “perceived price”; (2) there was a significant difference between genders on the key factors of perceived value (“recognition”, “brand advantage”, and “perceived price”). Specifically, females have higher perceived values of “recognition”, “brand advantage”, and “perceived price” than males; (3) there was a significant effect of income level on the key factor (“perceived price”) of perceived value. Specifically, respondents with an income level of NTD15,001–30,000 had a higher perceived value of “perceived price” than respondents earning NTD30,001–45,000. Among the five key factors, “recognition” and “brand advantage” are primary factors influencing purchase motivation; “recognition”, “brand advantage”, and “service quality” are primary factors that could influence brand loyalty; “perceived price” is the primary factor that affects purchase intention. This study contributes to the green market segmentation of smartphones. The limitations of the study relate to the size and distribution of the samples.

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