Outsourcing as a production model and customer loyalty of a financial company

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Fil: Barra Solano, Morelia Magaly. Universidad Peruana Los Andes. Facultad de Ciencias Administrativas y Contables; Perú.

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Autores principales: Barra Solano, Morelia Magaly, Mucha Hospinal, Luis Florencio, Quispe Espinoza, Edith Pilar, Barzola Inga, Sonia Luz, Munive Orrego, Vilma Hermelinda
Formato: Artículo publishedVersion
Lenguaje:Inglés
Publicado: Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración 2023
Materias:
Outsourcing
Customer loyalty
Internal marketing
Quality of service
Acceso en línea:https://hdl.handle.net/20.500.12219/5171
Aporte de:
Repositorio Institucional Digital de la UNaM (RIDUNAM) de Universidad Nacional de Misiones
id I77-R195-20.500.12219-5171
record_format dspace
spelling I77-R195-20.500.12219-51712023-11-22T13:39:08Z Outsourcing as a production model and customer loyalty of a financial company Barra Solano, Morelia Magaly Mucha Hospinal, Luis Florencio Quispe Espinoza, Edith Pilar Barzola Inga, Sonia Luz Munive Orrego, Vilma Hermelinda Outsourcing Customer loyalty Internal marketing Quality of service Fil: Barra Solano, Morelia Magaly. Universidad Peruana Los Andes. Facultad de Ciencias Administrativas y Contables; Perú. Fil: Mucha Hospinal, Luis Florencio. Universidad Peruana Los Andes. Facultad de Ciencias Administrativas y Contables; Perú. Fil: Quispe Espinoza, Edith Pilar. Universidad Peruana Los Andes. Facultad de Ciencias Administrativas y Contables; Perú. Fil: Barzola Inga, Sonia Luz. Universidad Peruana Los Andes. Facultad de Ciencias Administrativas y Contables; Perú. Fil: Munive Orrego, Vilma Hermelinda. Universidad Peruana Los Andes. Facultad de Ciencias Administrativas y Contables; Perú. Companies in the globalized world use outsourcing as a production model, opting for subcontracting from companies specialized in different areas of work. In this context, the objective of this study is to determine the relationship between outsourcing as a productive model and customer loyalty of a financial company, for which the type of applied research and descriptive-correlational design were used. The survey questionnaire was applied to collect data on the variables and dimensions. Results, it was found that the relationship between outsourcing and Customer loyalty in a financial company is considerable, with a correlation coefficient τ = 0.628 and p = 0.000, the analysis between the flexibility and information dimensions was moderate τ = 0.412 and p = 0.000, between cost savings and moderate internal marketing τ = 0.487 and p = 0.000, and between professionalism and considerable communication τ = 0.535 and p = 0.000, between quality of service and considerable customer experience τ = 0.696 and p=0.000. With these results it is concluded that outsourcing as a productive model of the company is moderately related to customer loyalty. Therefore, the financial institution must externalize the specific responsibility to specialized external companies. 2023-06-23 info:eu-repo/semantics/article info:ar-repo/semantics/artículo info:eu-repo/semantics/publishedVersion https://hdl.handle.net/20.500.12219/5171 eng info:eu-repo/semantics/altIdentifier/urn/https://visiondefuturo.fce.unam.edu.ar/index.php/visiondefuturo/article/view/826/851 info:eu-repo/semantics/altIdentifier/doi/https://doi.org/10.36995/j.visiondefuturo.2023.27.02.004.en info:eu-repo/semantics/openAccess application/pdf application/pdf 359 KB Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración
institution Universidad Nacional de Misiones
institution_str I-77
repository_str R-195
collection Repositorio Institucional Digital de la UNaM (RIDUNAM)
language Inglés
topic Outsourcing
Customer loyalty
Internal marketing
Quality of service
spellingShingle Outsourcing
Customer loyalty
Internal marketing
Quality of service
Barra Solano, Morelia Magaly
Mucha Hospinal, Luis Florencio
Quispe Espinoza, Edith Pilar
Barzola Inga, Sonia Luz
Munive Orrego, Vilma Hermelinda
Outsourcing as a production model and customer loyalty of a financial company
topic_facet Outsourcing
Customer loyalty
Internal marketing
Quality of service
description Fil: Barra Solano, Morelia Magaly. Universidad Peruana Los Andes. Facultad de Ciencias Administrativas y Contables; Perú.
format Artículo
Artículo
publishedVersion
author Barra Solano, Morelia Magaly
Mucha Hospinal, Luis Florencio
Quispe Espinoza, Edith Pilar
Barzola Inga, Sonia Luz
Munive Orrego, Vilma Hermelinda
author_facet Barra Solano, Morelia Magaly
Mucha Hospinal, Luis Florencio
Quispe Espinoza, Edith Pilar
Barzola Inga, Sonia Luz
Munive Orrego, Vilma Hermelinda
author_sort Barra Solano, Morelia Magaly
title Outsourcing as a production model and customer loyalty of a financial company
title_short Outsourcing as a production model and customer loyalty of a financial company
title_full Outsourcing as a production model and customer loyalty of a financial company
title_fullStr Outsourcing as a production model and customer loyalty of a financial company
title_full_unstemmed Outsourcing as a production model and customer loyalty of a financial company
title_sort outsourcing as a production model and customer loyalty of a financial company
publisher Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración
publishDate 2023
url https://hdl.handle.net/20.500.12219/5171
work_keys_str_mv AT barrasolanomoreliamagaly outsourcingasaproductionmodelandcustomerloyaltyofafinancialcompany
AT muchahospinalluisflorencio outsourcingasaproductionmodelandcustomerloyaltyofafinancialcompany
AT quispeespinozaedithpilar outsourcingasaproductionmodelandcustomerloyaltyofafinancialcompany
AT barzolaingasonialuz outsourcingasaproductionmodelandcustomerloyaltyofafinancialcompany
AT muniveorregovilmahermelinda outsourcingasaproductionmodelandcustomerloyaltyofafinancialcompany
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