Template-Type: ReDIF-Article 1.0
Author-Name: Cesar Norabuena Mendoza
Author-Workplace-Name: Universidad Católica Los Ángeles de Chimbote. Perú.
Author-Name: Antonio Huamán Osorio
Author-Workplace-Name: Universidad Nacional Santiago Antúnez de Mayolo. Perú.
Author-Name: Edwin Ramirez Asis      
Author-Workplace-Name: Universidad San Pedro. Perú.
Title: Modelo de Ecuaciones Estructurales (Con estimación PLS) basado en calidad de servicio y lealtad del Cliente de las Cajas Rurales Peruanas    
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. 
Classification-JEL: G23; G41: M31
Keywords: Smart PLS; latent variable.
Journal: Ciencias Administrativas
Pages: 3-14
Issue: 18
Number: 2
Year: 2021
Month: July-December
DOI: 10.24215/23143738e081
File-URL: https://revistas.unlp.edu.ar/CADM/article/view/10051
File-Format: Application/pdf
Handle: RePEc:lap:recadm:142