Impact of quality management on financial competitiveness in the Peruvian banking sector: an empirical study; [Impacto da gestão da qualidade na competitividade financeira no setor bancário peruano: um estudo empírico]

Tomanguillo N.P.P.; Arevalo D.P.B.; Bardalez C.D.R.; Tomanguillo S.L.P. · Sapienza (2025) · DOI: 10.51798/sijis.v6i2.1049

Resumen

This study analyzes the impact of quality management on the financial competitiveness of a banking institution. In a highly competitive financial environment, continuous improvement of service quality has become a key factor for the sustainability of banking institutions. The objective of the study was to determine to what extent quality management impacts financial competitiveness, considering dimensions such as quality criteria, staff training, internal infrastructure and complaint management. A quantitative design was used, applying an ordinal logistic regression analysis on a sample of customers of the bank. The findings indicate that all dimensions of quality management have a significant impact on financial competitiveness, with Wald values and p-values less than 0.05, validating the positive relationship between both concepts. Conclusions: The research reaffirms the need to implement comprehensive strategies to improve quality management to optimize operational efficiency and strengthen the position of banking institutions in the market. Future research is recommended that broadens the geographical scope and analyzes the impact of digitalization on the relationship studied.

Instituciones: Universidad Nacional Mayor de San Marcos; Universidad César Vallejo