BANKSERV MODEL AND CUSTOMER LOYALTY IN THE PERUVIAN FINANCIAL SYSTEM

Abstract

The objective of the study was to examine the BANSERV model in order to measure the quality of service and to explore the causal association ofclient satisfaction in the Peruvian financial sector. Survey with the survey instrument, information was obtained from 393 clients by simple random sampling. Because of the structural equation modeling (SEM) approach used to test the theoretical model, the Partial Least Squared Analysis (PLS) technique was used using the SmartPLS 3.2.9 program, finding that the proposed model has a significant relationship to the BANKERV scale and customer loyalty in Peruvian banks, the customer loyalty factor was (r² = 0.823) with a mean squared approximation error (SRMR) of 0.051 that results in a confirmatory model. In addition, the results will be very helpful for managers to implement strategies that increase quality levels in banks, and it is proposed that the research be applied to other developed countries, since the data corresponds to Peruvian truth.