{"id":81602,"date":"2018-03-10T00:05:30","date_gmt":"2018-03-10T00:05:30","guid":{"rendered":"https:\/\/www.deberes.net\/tesis\/sin-categoria\/calidad-de-servicio-bancario-entre-la-fidelidad-y-la-ruptura\/"},"modified":"2018-03-10T00:05:30","modified_gmt":"2018-03-10T00:05:30","slug":"calidad-de-servicio-bancario-entre-la-fidelidad-y-la-ruptura","status":"publish","type":"post","link":"https:\/\/www.deberes.net\/tesis\/ciencias-economicas\/calidad-de-servicio-bancario-entre-la-fidelidad-y-la-ruptura\/","title":{"rendered":"Calidad de servicio bancario: entre la fidelidad y la ruptura."},"content":{"rendered":"<h2>Tesis doctoral de <strong> Jose Santiago Merino <\/strong><\/h2>\n<p>Esta investigaci\u00f3n pretende arrojar luz sobre la controversia suscitada entre los dos principales enfoques o paradigmas de medici\u00f3n de la calidad de servicio (parasuraman, zeithaml y berry &#8211; cronin y taylor), proponiendo una diferente escala de mdida del constructo para el sector de banca comercial, fruto de la replicaci\u00f3n \u00abex novo\u00bb de la investigaci\u00f3nd e pzb, conun enfoque de convergencia o traingulaci\u00f3n metodol\u00f3gica y de t\u00e9cnicas de an\u00e1lisis.  se enfrentan los dos modelos dominantes en un intento de confirmaci\u00f3n\/refutaci\u00f3nd e la forma de operacionalizar el constructo \u00abcalidad de servicio\u00bb en cada uno de ellas, as\u00ed como de la unidemensionalidad del mismo frente a la multifimensionalidad.  supone, asimismo, el desarrollo de las sugerencias de los citados investigadores en el sentido de ampliar el domino de los contenidos de la calidad de servicio a los productos\/servicios, precio e imagen de las entidades,y de analizar con mayor profundidad las relaciones de la calidad con la satisfacci\u00f3n y con la lealtad, buscando mejores predictores de la \u00faltima con la integraci\u00f3n de aspectos actitudinales y comportamentales en su operativizaci\u00f3n.  entre los principales resultados destaca la falta de adecuaci\u00f3n del modelo explicativo de la calidad de servicios basado en las divergencias, siendo la forma de opracionalizaci\u00f3n del constructo que mejor se ajusta a los datos aquella que se basa s\u00f3lo en la percepci\u00f3n del desempe\u00f1o, cuyos resultados obtienen mejor ajuste, fiabilidad y validez tanto convergente como predictiva. Respecto a la estructura dimensional se confirma la multidimensionalidad del constructo, abogando por una estructura compleja superior a los 25 factores, que en la pr\u00e1ctica implica su reducci\u00f3n a una sola (magnitud escalar) que puede ser expresada en un \u00edndice de calidad, lo que facilita su utilizaci\u00f3n en el proceso de toma de decisiones.<\/p>\n<p>&nbsp;<\/p>\n<h3>Datos acad\u00e9micos de la tesis doctoral \u00ab<strong>Calidad de servicio bancario: entre la fidelidad y la ruptura.<\/strong>\u00ab<\/h3>\n<ul>\n<li><strong>T\u00edtulo de la tesis:<\/strong>\u00a0 Calidad de servicio bancario: entre la fidelidad y la ruptura. <\/li>\n<li><strong>Autor:<\/strong>\u00a0 Jose Santiago Merino <\/li>\n<li><strong>Universidad:<\/strong>\u00a0 Complutense de Madrid<\/li>\n<li><strong>Fecha de lectura de la tesis:<\/strong>\u00a0 13\/12\/1999<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>Direcci\u00f3n y tribunal<\/h3>\n<ul>\n<li><strong>Director de la tesis<\/strong>\n<ul>\n<li>Jos\u00e9 Ram\u00f3n S\u00e1nchez Guzm\u00e1n<\/li>\n<\/ul>\n<\/li>\n<li><strong>Tribunal<\/strong>\n<ul>\n<li>Presidente del tribunal: Miguel Mart\u00edn d\u00e1vila <\/li>\n<li> Santos arrebole Jos\u00e9 Luis (vocal)<\/li>\n<li> Sanz de la tajada Luis angel (vocal)<\/li>\n<li> Sanchez galan Jos\u00e9 ramon (vocal)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tesis doctoral de Jose Santiago Merino Esta investigaci\u00f3n pretende arrojar luz sobre la controversia suscitada entre los dos principales enfoques [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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