Examinando por Autor "Yáñez, Jaime A."

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  • Miniatura
    PublicaciónAcceso abierto
    Effect of Corporate Social Responsibility on Consumer Satisfaction and Consumer Loyalty of Private Banking Companies in Peru
    (MDPI, 2022-07-25) Leclercq-Machado, Luigi; Alvarez-Risco, Aldo; Esquerre-Botton, Sharon; Almanza-Cruz, Camila; Anderson-Seminario, María de las Mercedes; Del-Aguila-Arcentales, Shyla; Yáñez, Jaime A.
    “This study aimed to determine the effect of corporate social responsibility (CSR) on consumer satisfaction and loyalty in the Peruvian private banking sector. A total of 390 bank consumers fulfilled an online survey. It evaluated the effect of corporate social responsibility (CSR), customer satisfaction (CS), and customer trust (CT) on customer loyalty. The results suggest that CSR and customer satisfaction, through customer trust, have a positive effect on customer loyalty. The model explained 63.6% of customer loyalty. Outcomes of the bootstrapping test showed that the path coefficients were significant. The research findings may help bank managers to understand customers’ satisfaction and trust, which can create a preference and loyalty for their firms. The study’s novelty is based on the use of the partial least square structural equation modeling technique (PLS-SEM) to evaluate CSR in the financial sector in Peru.“
  • Miniatura
    PublicaciónAcceso abierto
    Factors of the Revisit Intention of Patients in the Primary Health Care System in Argentina
    (MDPI, 2022-10-12) Pighin, Massimo; Alvarez-Risco, Aldo; Del-Aguila-Arcentales, Shyla; Rojas-Osorio, Mercedes; Yáñez, Jaime A.
    “The Argentine health system has three subsectors: private, social works, and public. It is essential to consider the user’s perceptions through studies that measure the intention to revisit, through self-perceived care quality, to obtain results from the health care process and adjust the services provided accordingly. A correlational, cross-sectional, and non-experimental study has been carried out. A total of 407 people were surveyed using a self-administered questionnaire with a five-point Likert scale. The model considered four variables: quality of the use of health programs, satisfaction, confidence, and revisit intention. Second-generation statistics were adopted through multivariate evaluation using partial least squares structural equation modeling (PLS-SEM) to calculate the correlation values between the study variables. The direct route between the quality of health services and satisfaction was not statistically significant, while the direct routes traced between the other constructs were statistically significant. This study contributes significantly to understanding how users determine the intention to re-choose a health service, explaining the indirect routes through which the quality of care relates to the intention to revisit.“
  • Miniatura
    PublicaciónAcceso abierto
    “Factors of the Revisit Intention of Patients in the Primary Health Care System in Argentina“
    (MDPI, 2022-10-12) Pighin, Massimo; Alvarez-Risco, Aldo; Del-Aguila-Arcentales, Shyla; Rojas-Osorio, Mercedes; Yáñez, Jaime A.
    “The Argentine health system has three subsectors: private, social works, and public. It is essential to consider the user’s perceptions through studies that measure the intention to revisit, through self-perceived care quality, to obtain results from the health care process and adjust the services provided accordingly. A correlational, cross-sectional, and non-experimental study has been carried out. A total of 407 people were surveyed using a self-administered questionnaire with a five-point Likert scale. The model considered four variables: quality of the use of health programs, satisfaction, confidence, and revisit intention. Second-generation statistics were adopted through multivariate evaluation using partial least squares structural equation modeling (PLS-SEM) to calculate the correlation values between the study variables. The direct route between the quality of health services and satisfaction was not statistically significant, while the direct routes traced between the other constructs were statistically significant. This study contributes significantly to understanding how users determine the intention to re-choose a health service, explaining the indirect routes through which the quality of care relates to the intention to revisit.“