Abstract
The objective of the research was to determine the incidence of satisfaction and quality in the loyalty of external users. The loyalty of users or customers are fundamental elements for the growth and development of organizations and that is influenced by various factors. After a focus group and through Pareto analysis, it was determined that the indicated variables are those with the greatest implication. For the research, a quantitative approach of non-experimental design was used, of explanatory scope with a random sample made up of 384 users of the public entity and whose results showed that the variables satisfaction and quality affect 72.9% on loyalty, through of the Cox and Snell model.
Highlights
User loyalty is the result of a set of factors that will have a significant impact on it
User satisfaction from the perspective of Kotler, (2009), Calva (2009) understand that it is an evaluative process of the various aspects of the services provided by the organization, exceeding or Universidad Nacional Intercultural de la Selva Central “Juan Santos Atahualpa” Revista Científica Yotantsipanko Atribución 4.0 Internacional (CC BY 4.0)
For the contrast of specific hypothesis 1, logistic regression was used, whose statistical results indicate that the report has been adequate, with a statistical significance and with a level of influence of 66.7% according to the Cox and Snell model that explain the effect on the dependent variable
Summary
User loyalty is the result of a set of factors that will have a significant impact on it. User satisfaction from the perspective of Kotler, (2009), Calva (2009) understand that it is an evaluative process of the various aspects of the services provided by the organization, exceeding or Universidad Nacional Intercultural de la Selva Central “Juan Santos Atahualpa” Revista Científica Yotantsipanko Atribución 4.0 Internacional (CC BY 4.0). For the contrast of specific hypothesis 2, logistic regression was used, whose statistical results indicate that the report has been adequate, with a statistical significance and with a level of influence of 70.8% according to the Cox and Snell model that explain the effect on the dependent variable.
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
