El impacto de la calidad de servicio en la satisfacción y su relación con la intención de recomendación de boca en boca de las sociedades cooperativas de ahorro y préstamo: caso Caja Popular Mexicana

Maria de los Dolores Santarriaga Pineda; Francisco Carlos Soto Ramírez

doi:10.16925/2382-4220.2023.02.04

The impact of service quality on satisfaction and its relationship with the intention of word-of-mouth recommendation of savings and loan cooperatives : the case of Caja Popular Mexicana

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https://doi.org/10.16925/2382-4220.2023.02.04

Maria de los Dolores Santarriaga Pineda Ver Biografía

Universidad de Colima

Francisco Carlos Soto Ramírez Ver Biografía

Universidad de Colima

Savings and loan cooperatives have played a leading role in the social economy. This quantitative study with a descriptive-correlational approach analyzed the relationship between the quality of service and the satisfaction in the consumption of the members of the Caja Popular Mexicana and the impact it has with the word of mouth (WOM) recommendation. . With a sample of 308 active members, using a questionnaire as a measurement instrument. The questionnaire was designed using scales from previous studies; the analysis was done through structural equations. The results of the investigation conclude that the quality of service is associated with satisfaction and this in turn is associated with word of mouth recommendation.

Keywords: satisfaction, saving and loans cooperatives, service quality, word of mouth

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Santarriaga Pineda, M. de los D., & Soto Ramírez, F. C. (2023). The impact of service quality on satisfaction and its relationship with the intention of word-of-mouth recommendation of savings and loan cooperatives: the case of Caja Popular Mexicana. Cooperativismo & Desarrollo, 31(126), 1-19. https://doi.org/10.16925/2382-4220.2023.02.04

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Vol. 31 No. 126 (2023)

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07/31/2023

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