La mediación de la satisfacción del cliente en la relación entre el valor percibido por el cliente y la lealtad en el sector bancario de Pakistán, utilizando el enfoque de modelado de ecuaciones estructurales de 2 etapas.
Resumen
El objetivo del documento es investigar el papel de la satisfacción del cliente, como mediador entre el valor percibido y la lealtad en los cuatro bancos principales de Punjab, Pakistán. El estudio en la naturaleza es descriptivo cuantitativo. Los datos recolectados pasaron por un exhaustivo proceso de análisis, donde las pruebas de confiabilidad fueron conducidas seguidas por un análisis factorial, y finalmente, un modelo de ecuación estructural de dos etapas. Los resultados revelan una confiabilidad razonablemente alta, una estructura de seis factores durante el análisis factorial exploratorio, y un ajuste aceptable durante el análisis factorial confirmatorio y el modelado estructural de pleno derecho.
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