{"id":84566,"date":"2018-03-10T00:08:51","date_gmt":"2018-03-10T00:08:51","guid":{"rendered":"https:\/\/www.deberes.net\/tesis\/sin-categoria\/un-examen-empirico-de-los-antecedentes-de-la-lealtad-del-cliente-en-la-banca-detallista-en-espana\/"},"modified":"2018-03-10T00:08:51","modified_gmt":"2018-03-10T00:08:51","slug":"un-examen-empirico-de-los-antecedentes-de-la-lealtad-del-cliente-en-la-banca-detallista-en-espana","status":"publish","type":"post","link":"https:\/\/www.deberes.net\/tesis\/ciencias-economicas\/un-examen-empirico-de-los-antecedentes-de-la-lealtad-del-cliente-en-la-banca-detallista-en-espana\/","title":{"rendered":"Un examen empirico de los antecedentes de la lealtad del cliente en la banca detallista en espa\u00f1a"},"content":{"rendered":"<h2>Tesis doctoral de <strong> Jose Pita Castelo <\/strong><\/h2>\n<p>La lealtad del cliente, la satifacci\u00f3n\/insatisfacci\u00f3n del cliente (cs\/d) y la calidad de servicio (sq) son algunos de los conceptos m\u00e1s substanciales hoy en d\u00eda en marketing. Aunque se han realizado extensas investigaciones relacionadas con estos conceptos , estas han sido replicadas de manera irregular.  en este sentido, la investigaci\u00f3n relacionada con la cs\/d se ha concentrado casi por completo en bienes, fundamentalmente en bienes no duraderos y de baja involucraci\u00f3n, mientras que apenas se ha prestado atenci\u00f3n a los servicios en general,y menos todav\u00eda a los servicios financieros o a la banca detallista en particular. Por otro lado, la investigaci\u00f3n sobre calidad de servicio se ha centrado m\u00e1s en servicios que en bienes, siendo este modelo recientemente criticado por distintos autores. La lealtad del cliente es un objetivo de primer orden del marketing, y las relaciones causales entre lealtad del cliente y benficios han sido ampliamente reconocidas.  los servicios financieros, y especialmente la banca detallista, tienen caracter\u00edsticas \u00fanicas que los hacen operacionalmente diferentes de las empresas productoras o de otros servicios. Estas diferencias y la creciente importancia de los servicios en la econom\u00eda mundial ciertamente parecen justificar un estudio espec\u00edfico.  el objetivo principal de la presente investigaci\u00f3n es realizar una comprobaci\u00f3n emp\u00edrica por primera vez de las relaciones entre cs\/d y sq, y el impacto de una nueva variable (la tasa de uso) en la lealtad del cliente, dentro del contexto de la banca detallista. Estudios previos han intentando validar la relaci\u00f3n entre cs\/d, sq y lealtad del cliente, pero o la relaci\u00f3n no ha sido comprobada en banca detallista, o esos estudios no incorporan la tasa de uso como variable independiente.<\/p>\n<p>&nbsp;<\/p>\n<h3>Datos acad\u00e9micos de la tesis doctoral \u00ab<strong>Un examen empirico de los antecedentes de la lealtad del cliente en la banca detallista en espa\u00f1a<\/strong>\u00ab<\/h3>\n<ul>\n<li><strong>T\u00edtulo de la tesis:<\/strong>\u00a0 Un examen empirico de los antecedentes de la lealtad del cliente en la banca detallista en espa\u00f1a <\/li>\n<li><strong>Autor:<\/strong>\u00a0 Jose Pita Castelo <\/li>\n<li><strong>Universidad:<\/strong>\u00a0 Complutense de Madrid<\/li>\n<li><strong>Fecha de lectura de la tesis:<\/strong>\u00a0 18\/05\/2000<\/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>Jes\u00fas Garc\u00eda De Madariaga Miranda<\/li>\n<\/ul>\n<\/li>\n<li><strong>Tribunal<\/strong>\n<ul>\n<li>Presidente del tribunal: mario Martinez tercero <\/li>\n<li> Rodr\u00edguez del bosque Jos\u00e9 ignacio (vocal)<\/li>\n<li>rodolfo Vazquez casielles (vocal)<\/li>\n<li>Carlos Fernandez-jardon fernandez (vocal)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tesis doctoral de Jose Pita Castelo La lealtad del cliente, la satifacci\u00f3n\/insatisfacci\u00f3n del cliente (cs\/d) y la calidad de servicio [&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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