Management of human talent and quality of service at Caja Piura – 2022

Abstract

In order for companies to achieve better results, human talent management needs to be adequate and relevant in all personnel selection processes because this allows them to have workers with experience, knowledge and, above all, a vocation for service, as this has a direct and positive impact on the quality of customer service. The objective of this report is to determine the relationship between human talent management and the quality of customer service at Caja Piura-2022, and it is an applied, non-experimental, cross-sectional and correlational study. The survey was applied to 17 workers at the San Ignacio branch and 46 workers at the Jaen branch, which is why the sample consisted of 63 workers. It was concluded that human talent management maintains a considerable positive relationship with the quality of care, given that both reached a Spearman Rho of 0.744, and the results obtained are statistically very significant given that the significance obtained was less than 0.05, thus allowing the research hypothesis to be accepted and the null hypothesis to be rejected.