Compromiso Organizacional y Calidad de Servicio de los colaboradores de las entidades Financieras de Chincha, 2024
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Date
2026-08-03
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Nacional de Cañete
Abstract
El compromiso organizacional se encuentra ligado a la calidad de servicio, es por ello que esta investigación se realizó en la provincia de Chincha, Ica-Perú, con el propósito de reconocer de qué manera el compromiso que adoptan los colaboradores influye en el servicio que brindan, conocer sus intereses permitirá tener una visión amplia sobre los aspectos a mejorar. El objetivo fue analizar de qué manera el compromiso organizacional se relaciona con la calidad de servicio que brindan los colaboradores en las entidades financieras, como metodología el trabajo de investigación es de tipo básica, con un enfoque cuantitativo no experimental de nivel correlacional, que buscó determinar de qué manera el compromiso organizacional se relaciona con la calidad de servicio que brindan los colaboradores en las entidades financieras de Chincha. La población estuvo conformada por 60 colaboradores con una muestra no probabilística censal, a quienes se aplicó el cuestionario con 20 ítems tipo Likert. Como resultados al contrastar las variables se observó un coeficiente de correlación Spearman de 0.668, asimismo con la dimensión compromiso afectivo (rho de Spearman 0.456); compromiso de continuidad (rho de Spearman 0.660) y compromiso normativo (rho de Spearman 0.517). Se concluyó que, en la provincia de Chincha, Ica-Perú, el compromiso organizacional se relaciona con la calidad de servicio. Se reconoció la importancia de establecer medidas que permitan al colaborador sentirse motivado y alinear sus objetivos con los de la organización.
Organizational commitment is linked to the quality of service, which is why this research was carried out in the province of Chincha, Ica-Peru, with the purpose of recognizing how the commitment adopted by collaborators influences the service they provide. , know your interests and will allow you to have a broad vision of the aspects to improve. The objective was to analyze how organizational commitment is related to the quality of service provided by collaborators in financial entities. As a methodology, the research work is basic, with a non-experimental quantitative approach at a correlation al level, which sought to determine How organizational commitment is related to the quality of service provided by employees in financial entities in Chincha. The population was made up of 60 collaborators with a non-probabilistic census sample, to whom the questionnaire with 20 Likert-type items was applied. As results when contrasting the variables, a Spearman correlation coefficient of 0.668 was observed, also with the affective commitment dimension (Spearman's rho 0.456); continuity commitment (Spearman's rho 0.660) and normative commitment (Spearman's rho 0.517). It was concluded that, in the province of Chincha, Ica-Peru, organizational commitment is related to service quality. The importance of establishing measures that allow employees to feel motivated and align their objectives with those of the organization was recognized..
Organizational commitment is linked to the quality of service, which is why this research was carried out in the province of Chincha, Ica-Peru, with the purpose of recognizing how the commitment adopted by collaborators influences the service they provide. , know your interests and will allow you to have a broad vision of the aspects to improve. The objective was to analyze how organizational commitment is related to the quality of service provided by collaborators in financial entities. As a methodology, the research work is basic, with a non-experimental quantitative approach at a correlation al level, which sought to determine How organizational commitment is related to the quality of service provided by employees in financial entities in Chincha. The population was made up of 60 collaborators with a non-probabilistic census sample, to whom the questionnaire with 20 Likert-type items was applied. As results when contrasting the variables, a Spearman correlation coefficient of 0.668 was observed, also with the affective commitment dimension (Spearman's rho 0.456); continuity commitment (Spearman's rho 0.660) and normative commitment (Spearman's rho 0.517). It was concluded that, in the province of Chincha, Ica-Peru, organizational commitment is related to service quality. The importance of establishing measures that allow employees to feel motivated and align their objectives with those of the organization was recognized..
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Keywords
compromiso, calidad, servicio, colaborador.
Citation
De la Cruz de la Cruz, Grismar Azul, "Compromiso Organizacional y Calidad de Servicio de los colaboradores de las entidades Financieras de Chincha, 2024", Tesis para optar el grado de Licenciada en Administracion , Escuela de pregrado. Facultad de Administracion. Universidad Nacional de Cañete. Cañete - Perú