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Factores Que Influyen en la Lealtad de Los Clientes by Sara Arancibia Carvajal (2012, Trade Paperback)

About this product

About this product

Product Information

La lealtad de los clientes es hoy en dia uno de los objetivos primordiales del sistema bancario. El presente libro, fruto de una tesis doctoral, describe el estudio de los factores que influyen en la lealtad de los clientes. Se focaliza en el producto "cuenta corriente" de las instituciones bancarias en Chile. La investigacion analiza dos miradas del problema: 1. Una vision que considera la experiencia de los directivos del banco, donde se identifican que factores son importantes para fidelizar al cliente. En este sentido, el estudio propone mejorar una metodologia que permite identificar y analizar los factores intangibles que el banco considera relevantes para el logro de este objetivo. En particular se aplica a un banco especifico de Chile. 2. Una segunda vision considera los intereses del cliente y su objetivo es identificar los factores mas valorados por este a la hora de decidir mantenerse en la misma institucion bancaria. Por tanto, se propone un modelo de lealtad que identifica las interrelaciones entre los distintos factores que influyen en esta conducta de los clientes, lo que permite a los directivos poseer mayor informacion para focalizar los recursos de fidelizacion."

Product Identifiers

Publisher
Editorial Academica Espanola
ISBN-10
3848471817
ISBN-13
9783848471812
eBay Product ID (ePID)
123538019

Product Key Features

Book Title
Factores Que Influyen EN La Lealtad De Los Clientes
Author
Sara Arancibia Carvajal
Format
Trade Paperback
Language
English
Topic
Accounting / General
Publication Year
2012
Genre
Business & Economics
Number of Pages
328 Pages

Dimensions

Item Length
9in
Item Height
0.7in
Item Width
6in
Item Weight
17.1 Oz

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