Carlos del Castillo Peces

NUEVO ENFOQUE DEL NEGOCIO DE LAS TARJETAS BANCARIAS EN ESPAÑA Y EL NUEVO PAPEL A DESARROLLAR POR EL COMERCIANTE

El objetivo de este trabajo es analizar los elementos basicos del nuevo enfoque de las entidades financieras espanolas para su negocio de tarjetas bancarias, asi como el nuevo papel que podria tener el comerciante para su desarrollo. Para ello se envio un cuestionario a 60 responsables de este negocio en dichas entidades. De las respuestas recogidas en los 44 cuestionarios recibidos, se concluye que este nuevo enfoque debera hacer mas hincapie en las operaciones de financiacion al consumo mediante tarjeta bancaria. Asi mismo, se verifica que el comerciante debera tener un papel relevante y retribuido como prescriptor de estas operaciones. / The objective of this research is to analyze the basics elements of the Spanish financial entities new approach in the financial cards business, as well as the merchants new role in its development. For this purpose, a questionnaire was sent to 60 managers in the cards business in such entities. After analyzing the results of the 44 received questionnaires, we may conclude that this new approach should focus in promoting revolving and installment operations through financial cards. Additionally, it is verified that the merchants will need to play a relevant and rewarded role in promoting and prescribing these finance operations

Quality Assurance and Satisfaction with Their Results: An Application to the Implementation of EN 9100 Standard in the Spanish Aerospace Sector

The objective of this study is to analyse how certain factors may influence satisfaction derived from the positive effects of implementing the EN 9100 Standard in the Spanish aerospace industry. A multiple linear regression model has been created, which includes data gathered from 115 valid questionnaires received from companies in this industry. The results of this model show that the length of time since first adhering to the EN 9100 Standard, the predominant motivation (internal or external) driving the implementation of the standard and the level of satisfaction with the prior implementation of ISO 9001 are significant variables that affect the level of satisfaction with EN 9100; whereas the size of the company is not a significant factor.

Customer Loyalty Strategies and Tools in the Spanish Banking Sector

The present study sets out to analyze the pervasiveness and importance attached to customer loyalty strategies in the Spanish banking sector. In addition, the authors evaluate the effects of scientific marketing and customer relationship management (CRM) tools on customer loyalty. Results of a survey completed by fifty-three Spanish financial institutions show that the implementation of customer loyalty strategies is widespread: all participating institutions have put in place client segmentation practices and differentiated marketing strategies for each segment. The use of specific support tools is not widespread, although results point toward their positive effect on customer loyalty.