Customer Loyalty Through the Quality of Service in Municipal Savings Banks: A Focus on Customers in The Central Region of Peru

Barrionuevo Inca Roca Y.A.; Barrionuevo Inca Roca Y.A. · CISCI - Conferencia Iberoamericana en Sistemas, Cibernetica e Informatica (2025) · DOI: 10.54808/cisci2025.01.461

Resumen

The research "Customer Loyalty through Quality of Service in Municipal Savings Banks: A Focus on Customers in the Central Region of Peru" focuses on analyzing the quality of service in the loyalty of customers of municipal savings banks in the central region of Peru, specifically the Junín region. The purpose of the study was to determine how Municipal Savings and Credit Banks (CMACs) can improve the quality of The context of this research focuses specifically on the city of Huancayo. Providing financial services to its customers who often do not have access to traditional banking services. The characteristics of the customer and how to achieve loyalty are established. The impact of the research allowed us to understand what factors contribute to customer satisfaction, the mixed method or approach was used that combines both qualitative and quantitative elements. Customer satisfaction in the Municipal Savings Banks is achieved through a service that is friendly, fast, attentive and knowledgeable. These factors contribute to generating a positive experience and fostering customer loyalty and loyalty.

Instituciones: Universidad Nacional Micaela Bastidas de Apurímac; Universidad Nacional del Centro del Perú