Transformational leadership, organizational culture, and organizational performance are relevant topics in management studies as well as the study of small and medium enterprises (SME) due to their importance in the society and economy; despite this, even when literature shows that transformational leadership and organizational culture have a positive effect on the performance of large companies, no study has assessed if these topics and their interrelationship increases the performance in SME. This quantitative, survey-based, crosssectional research, based on a theoretical framework and previous empirical findings, assessed whether organizational culture is a mediator between transformational leadership and organizational performance into a population of SME using a sample of 303 firms (276 effective) in Peru. Findings suggest that organizational culture fully mediates the relationship between transformational leadership and organizational performance; therefore, this study proposes that is not enough to be a transformational leader but also to create and promote an organizational culture for improving the performance of an organization. Very few studies worldwide have investigated this topic, and none has focused on SME. Future research could include SME and large firms – using the size of the business as moderator - in different countries

La responsabilidad social empresarial (RSE) ha venido adquiriendo relevancia a nivel internacional. En el Perú, afortunadamente ya existen estudios empíricos que permiten conocer su impacto en el consumidor. Esta investigación busca ahondar en la influencia que la RSE tiene en el comportamiento de compra de las consumidoras de cámaras fotográficas de 25 a 30 años a nivel de Lima Metropolitana. Se desarrolló un experimento bajo la metodología de los modelos de elección discreta con el objetivo de poder cuantificar la intención de compra y la disposición a pagar por las acciones de responsabilidad social desarrolladas por las empresas. El experimento se llevó a cabo utilizando una muestra por conveniencia compuesta por 132 consumidoras. La investigación brinda evidencia empírica sobre la relación positiva existente entre la responsabilidad social empresarial y el comportamiento de compra de la muestra. Los resultados del estudio indican que el efecto de las competencias corporativas en su conjunto es superior, aunque no relevante, al de la responsabilidad social empresarial. Esta tesis es una ampliación del alcance de la investigación doctoral del profesor Percy Samoel Marquina Feldman, La Influencia de la Responsabilidad Social Empresarial en el Comportamiento de Compra de los Consumidores Peruanos (Marquina, 2009). Esta tesis de maestría busca validar si la relación identificada originalmente por el profesor Marquina también se presenta en la categoría de consumidoras peruanas de cámaras fotográficas de 25 a 30 años en Lima Metropolitana, Perú, tal como el autor lo sugiere en sus recomendaciones finales. Con la autorización del autor, se ha utilizado partes de su tesis, particularmente en lo que se refiere a la revisión de la literatura y el método. / Corporate Social Responsibility has been gaining relevance globally, and in Perú, fortunately there are already empirical studies that allow to knowing its impact in consumers. This investigation will try to deepen in influence that Corporate Social Responsibility has in purchase behavior in 25 to 30 year old female consumers of photographic cameras, in metropolitan Lima. An experiment under the Discrete Choice Demand Method was developed with the purpose of quantifying the purchase intention and willingness to pay for the social responsibility actions developed by companies. The experiment was conducted using a convenience sample of 132 female consumers. The investigation provides empirical evidence of the positive relationship existing between the Corporate Social Responsibility and the purchase behavior in the sample. The results of the study show that the effect of Corporate Competencies altogether is superior, even though not relevant, to the Corporate Social Responsibility. This thesis is an expansion the the scope of the doctoral investigation by professor Percy Samoel Marquina Feldman, The influence of Corporate Social Responsibility in purchase behavior of peruvian consumers (CENTRUM, Centro de Negocios de la Pontificia Universidad Católica del Perú. Lima 2009). This Mastery Thesis tries to validate if the relationship originally identified by professor Marquina is also present in the category of peruvian 25 to 30 year old female consumers of photographic cameras in Metropolitan Lima, Perú, as the author suggests in his final recommendations. With the author's authorization, parts of his thesis have been used, particularly with regard to the revision of literature and method.

La presente investigación tuvo como objetivo identificar el nivel de felicidad de las mujeres de Lima Metropolitana, para lo cual se realizó un estudio de carácter no experimental transeccional, con propósito descriptivo y enfoque cuantitativo. El tamaño de la muestra fue de 385 mujeres seleccionadas mediante un proceso no probabilístico por conveniencia en seis centros comerciales de Lima. El instrumento utilizado fue La Escala de Felicidad de Lima elaborado por Alarcón (2006) el cual permitió medir el nivel general de felicidad de la muestra, consta de 27 items evaluados en cuatro dimensiones: (a) sentido positivo de la vida, (b) satisfacción con la vida, (c) realización personal, y (d) la alegría de vivir. Los resultados obtenidos en la presente investigación revelaron que el nivel de Felicidad de las mujeres de Lima Metropolitana es de 99.08 puntos de un valor máximo de 135 puntos, lo cual es considerado como un nivel de felicidad media. Adicionalmente, se obtuvieron los resultados de las diferentes características de la muestra, encontrando que no existen diferencias significativas en el nivel de felicidad por rango de edad, tenencia y cantidad de hijos; caso contrario, se evidenciaron diferencias significativas por zona geográfica, estado civil, nivel educativo, situación laboral, nivel de ingresos, y exposición a acoso, violencia y/o discriminación por su género. Estos resultados permitieron identificar oportunidades para incrementar el nivel de felicidad de las mujeres de Lima Metropolitana, estableciendo un plan de acción que será de utilidad para el Ministerio de la Mujer y Poblaciones Vulnerables, y otras entidades del Estado interesadas en el desarrollo y bienestar de la mujer. La propuesta está basada en cuatro factores: (a) equilibrio hogar y trabajo, (b) educación, (c) nivel de ingresos, y (d) exposición al acoso y violencia por su género. / The objective of this study was to identify the happiness level of women in Metropolitan Lima. For that purpose, a non-experimental transectional study with a descriptive purpose and a quantitative approach, was carried out. The sample size was 385 women selected through a non-probabilistic convenience process in six shopping centers in Lima. The instrument used was the Scale of Happiness of Lima developed by Alarcón (2006), which seeks to measure the general happiness level of the sample. The Scale consists of 27 items evaluated on four dimensions: (a) positive sense of life, (b) life satisfaction, (c) personal fulfillment, and (d) joy of living. The results obtained in the present investigation revealed that the happiness level of women in Metropolitan Lima is 99.08 points of a maximum value of 135 points, which can be considered an average level of happiness. Additionally, the results of the different characteristics of the sample were obtained, finding that there are no significant differences in the happiness level by age, tenure or number of children. Nevertheless, there were significant differences by geographical area, marital status, educational level, employment situation, income level, and exposure to harassment, violence and / or gender discrimination. These results allowed us to identify opportunities to increase the happiness level of women in Metropolitan Lima, establishing an action plan that will be available for the use of the Ministry of Women and Vulnerable Populations, and other goverment institutions interested in the development and welfare of women. The plan is based on four factors: (a) home and work balance, (b) education, (c) income level, and (d) exposure to harassment and gender violence.

A fundamental assumption of rational choice model is that customers most of the time choose the best price that minimizes their expenses, but according the Behavioral Economics optimal consumer decision-making can be affected by multiple types of heuristics or behavioral biases. The purpose of this research was to determine and quantify the joint effect of overconfidence bias, framing bias, choice overload bias and smartphone addiction on the optimal usage under nonlinear pricing applied to mobile broadband customers in Ecuador. The analysis was quantitative, using information collected in the field and matched with billing information of 541 mobile customers. The quantitative research design included two steps. First step involved the construction of scales each behavioral bias (independent latent variables) and non-optimal usage (dependent variable); second step involved the estimation of relationship of independent variables with dependent variable. Findings evidenced that 71% mobile broadband customers deviated from the optimal level of use contracted under nonlinear pricing plan (naïve customers). Empirical results found that customers who demonstrated a certain degree of overconfidence bias, framing bias, smartphone addiction, and choice overload bias are more prone to choose wrongly their nonlinear pricing, under/overusing the minimum data allowance including in the plan. The results have important implications for business management, because if mobile firms can identify “naïve consumers” could take advantage from complex nonlinear pricing to maximize profits. For social perspective, the first concern should be the recognition of phenomena of behavioral bias is high enough in customers and can become a market failure under specific conditions, harming customers in particular women and aged users.

Existe, en general, poca información académica relativa a la medición de la calidad de los servicios en el sector bancario. Este documento analiza la calidad de los servicios del Banco BBVA Continental, y concentra su atención en la percepción que tiene al respecto el público millennial de Lima. Luego de la investigación, respaldada por el respectivo marco teórico en que se basan estas líneas, se puede confirmar que no existen investigaciones similares publicadas a nivel local. En el caso internacional, se ha encontrado algunos documentos que serán detallados en el Capítulo II, en los que se profundiza acerca del marco teórico a considerar. El estudio presenta el modelo Servqual, aplicado en el sector bancario a través de la toma de encuestas (22 preguntas iguales, antes y después de la ejecución del servicio). Para aplicar el análisis estadístico relevante, se realizaron 451 encuestas en más de 100 oficinas del BBVA. A partir de las mismas, se planteó un modelo lineal para verificar los niveles de ajuste en las dimensiones estudiadas respecto de la calidad del servicio bancario. Luego del ejercicio, los niveles de ajuste encontrados han sido relevantes en todos los casos. A partir de ahí, las conclusiones y recomendaciones se centraron en un enfoque de marketing que permita tomar acciones tangibles que mejoren los puntajes que se obtendrán a futuro. Se espera que este trabajo sirva como marco de referencia para impulsar nuevas investigaciones en años venideros. / It is known to be little relevant academic information to measuring the quality of services in the banking sector. This document analyzes the quality of the BBVA Continental Bank services, and centers its attention on the perception of the millennial of Lima. After researching the theoretical framework on which these lines are based, it can be ratified that there are no similar investigations published locally. At an international level, some documents have been found, all of which will be closely detailed in Chapter II, since they delve into the theoretic framework considered for this final dissertation. This study presents the Servqual model, applied in the banking sector through the conducting of surveys: 22 equal questions, before and after the execution of the service. In total, 451 surveys were carried out in more than 100 BBVA offices in order to apply a relevant statistical analysis regarding the quality of the banking service. After this exercise, the levels of adjustment have been found pertinent for all cases. Once this is stated, all the conclusions and recommendations are centered on a marketing approach, which will allow taking tangible actions and enhance the obtained scores at a future time. It is hoped that this work will serve as a frame of reference to promote new research in the years to come.

The research question of this study was identify the variables that determine the market value of a high-performance soccer player, in the five major leagues around the world (Premier League, Bundesliga, LaLiga, Serie A and Ligue 1). The research question allowed to establish a hierarchy-of-hypotheses (see Table 1). Consequently, there are nine major hypothesis, 45 sub-hypothesis, and 20 sub-sub-hypothesis. The sample was conformed by 335 soccer players for the main five soccer leagues, distributed according to the proportional affixation for random stratified sampling. . The information for 45 control variables and the endogenous variable for 335 ssocer players was collected from the transfermarkt.de. website that is an online community (crowd wisdom). The 45 control variables that arised from the literature systematic review had having to be grouped in these major major hypotheses (smaller clusters or groups). For this purpose, these variables was categorized in talent indicators and external variables. Through this categorization, the 45 control variables were grouped together in five clusters according to the similarity between them. Finally, nine smaller clusters or groups were formed using divisive hierarchical clusters according to the dissimilarity between the variables. More variables had to be incorporated for some groups because the operationalization process for six variables generated other variables. In that order was structured a hierarchy-of-hypotheses (HoH), 45 variables take place to nine major hypothesis (groups), 45 sub-hypothesis (variables that belong for each group), and 20 subsub-hypothesis (levels of each variable). To answer the research question taking into account model uncertainty (variable selection) in a framework with 35 billion potential models, it was used a hedonic regression framework, and implement Bayesian model averaging (BMA) through Markov vii chain Monte Carlo model composition (����3 ). To deal with endogeneity issues, instrumental variable Bayesian model averaging (IVBMA) was implemented as well. In the latter case, the potential endogeneity between Market value and Performance was addressed using Performance as an instrumental variable and Coach and Change of team as instruments. Using the BMA mechanism, there is evidence to support the sub-hypothesis H1m (PIP=1.000), H3a (PIP=1.000), H5c (PIP=1.000), H6b (PIP=1.000), H1b (PIP=0.993), and H3c (PIP=0.992). Therefore, four variables (Performance, National team, Age, Goals, and Recognition under-21) are a value-drivers that generate a positive effect on the market value of the soccer player; and one variable (Age squared) is a negative value-driver that generates a negative effect on the market value of the soccer player. Using the IVBMA mechanism, there is evidence to support the sub-hypothesis H1m (PIP=1.000), H3a (PIP=1.000), H5c (PIP=1.000), H6b (PIP=1.000), H3e (PIP=0.997), and the sub-sub-hypothesis H7b1 (PIP=1.000). Therefore, four variables (Performance, National team, Age, First division, and Recognition under-21) are a value-drivers that generate a positive effect on the market value of the soccer player; and one variable (Age squared) is a negative value-driver that generates a negative effect on the market value of the soccer player.

La investigación se realizó en la ciudad de Lima entre los meses de junio y setiembre del 2013, sobre la base de una muestra por conveniencia de consumidores hombres de 18 a 24 años de edad. Su propósito fue determinar si existía una relación significativa entre la responsabilidad social empresarial (RSE), las competencias corporativas (CC) y el consumo socialmente responsable (CnSR) de los consumidores hombres de 18 a 24 años a nivel de Lima. Además, se buscó medir la preferencia de los consumidores en términos de su intención de compra y disposición a pagar (DAP). El estudio se justificó por su valor teórico en países en vías de desarrollo, relevancia social y académica, y por los beneficios económicos que proporciona a la clase empresarial al medir el impacto de sus acciones de RSE en el comportamiento de compra del consumidor peruano a nivel de Lima. Los resultados sugieren que los entrevistados, para el caso del producto perfume, valoran el compromiso con el medio ambiente como el atributo más importante de la RSE y la calidad como el atributo más importante de las CC, por lo que se concluye que cada uno de los atributos de la RSE y de las CC está relacionado significativamente con el CnSR. Esta tesis es una ampliación del alcance de la investigación doctoral del profesor Percy Samoel Marquina Feldman, La Influencia de la Responsabilidad Social Empresarial en el Comportamiento de Compra de los Consumidores Peruanos (Marquina, 2009). Esta tesis de maestría busca validar si la relación identificada originalmente por el profesor Marquina también se presenta en la categoría de perfumes, tal como el autor lo sugirió en sus recomendaciones finales. Con la autorización del autor, se ha utilizado partes de su tesis, particularmente en lo concerniente a la revisión de la literatura y el método. / The study was carried out in the city of Lima between the months of June and September 2013, using a convenience sample of male consumers between 18 and 24 years old. The objective was to determine if there existed a significant relationship between corporate social responsibility (CSR), the corporate competencies (CC) and socially responsible consumption (SRC) of the male consumers between 18 and 24 years old at the city of Lima. In addition, the preference was also measured in relation to their purchasing intention and the disposition to pay (DTP). The study was justified by its theoretical value in developing countries, social and academic relevance and by the economic benefits that they provide to the entrepreneurial class by measuring the impact of the CSR actions in the purchasing behavior of the Peruvian consumer. The results suggest that the interviewed, for the case of the product perfume, value the commitment to the environment as the most important attribute of the CSR and the quality as the most important attribute of the CC, with the conclusion being that each of the attributes of the CSR an CC are significantly and positively related to the SRC. The present study is an extension of the scope of the doctoral investigation of Professor Percy Marquina Feldman, known as The Influence of the Corporate Social Responsibility in the Purchasing Behavior of Peruvian Consumers (Marquina 2009). This study looks to validate if the relationship originally identified by the author is also present in the category of perfumes, just as the author suggested in his final recommendations. With the authorization of the author, a part of his thesis has been used especially that concerning the revision of the literature and the methodology.

Esta es una investigación de alcance descriptivo, con enfoque cuantitativo, que busca identificar el nivel de cumplimiento percibido en cada uno de los nueve factores de éxito del TQM en el sector operadores logísticos y almacenes marítimos y fluviales en el Perú; los cuales permiten medir el desempeño de las empresas, en cuanto a la gestión de la calidad son nueve. Estos son los siguientes: (a) Alta Gerencia, (b) Planeamiento de la Calidad, (c) Auditoría y Evaluación de la Calidad, (d) Diseño del Producto, (e) Gestión de la Calidad del Proveedor, (f) Control y Mejoramiento del Proceso, (g) Entrenamiento y Educación, y (i) Enfoque hacia la Satisfacción del Cliente. La investigación se hizo utilizando el cuestionario TQM, desarrollado por Benzaquen (2013), donde las respuestas se ajustaban a una escala tipo Likert, mediante la cual las empresas realizaron una autovaloración del nivel de cumplimiento de distintos aspectos relacionados con la calidad. La población de estudio estaba integrada por 76 elementos, por lo que se decidió hacer un censo cubriendo al 100% de las empresas que integran el sector, donde se entrevistó principalmente al Gerente General. Dado que el diseño del estudio es transeccional, los resultados que se obtuvieron solamente reflejan la situación que había entre los meses de julio y septiembre del 2014. Las conclusiones de la investigación dan a conocer que las empresas peruanas del sector operadores logísticos y almacenes marítimos y fluviales tienen un buen desempeño en cada uno de los nueve factores de la calidad, al obtener puntajes entre 4.00 y 4.05, en un rango de 1.00 a 5.00. Sin embargo, al evaluar la consistencia interna de los nueve factores de la calidad utilizando el Alfa de Cronbach se conoció que ninguno superaba los valores mínimos necesarios para poder ser analizados como índices compuestos. Este resultado no permite, por lo tanto, aplicar el modelo propuesto por Benzaquen (2014) para el sector de Operadores Logísticos y Almacenes Marítimos y Fluviales del Perú. / This research is a descriptive and explanatory scope, with a quantitative approach, which seeks to identify the level of compliance perceived success factors of TQM in Logistics and Warehouse Operators Maritime and River Sector in Peru. Where success factors to measure the performance of companies in terms of quality management are the following nine: (a) senior management, (b) quality planning, (c) auditing and quality assessment (d) product design, (e) management of supplier quality, (f) control and process improvement, (g) training and education, and (i) focus on customer satisfaction. The research was conducted following the TQM methodology, developed by Benzaquen (2013), using a questionnaire, where responses were consistent with the scale of Lickert. The study population consisted of 76 elements, and therefore a census was done covering 100% of total companies from this sector, where the interview was primarily addressed to the General Manager. Since the study design is transactional, the results obtained reflect only the situation that existed between the months of July and September 2014. Findings indicate that Peruvian companies and Warehouse Logistics Operators Sector Maritime and River have a good performance in each one of the nine quality factors, obtaining scores between 4.00 and 4.05, ranging from 1.00 to 5.00. Which shows a very similar behavior in all elements. However, when assessing the internal consistency of the nine factors of quality using Cronbach's alpha there was found that none exceeded the minimum value needed to be analyzed as composite indexes. This result indicates that methodology designed by Benzaquén (2014) does not apply for the sector of logistics operators in Peru.

Esta investigación buscó identificar el nivel de la calidad, a través de los nueve factores de la Administración de la Calidad Total (TQM, por sus siglas en inglés) en las empresas del sector textil de Lima Metropolitana. Asimismo, explicó si existen o no diferencias significativas entre los resultados de las empresas que sí cuentan con un Sistema de Gestión de Calidad (SGC) y aquellas que no lo tienen. Esto permitió ver que la variable independiente es el sistema de gestión de calidad, mientras que la variable dependiente es el nivel de la calidad, medido a través de los siguientes factores: (a) Alta Gerencia, (b) Planeamiento de la Calidad, (c) Auditoría y Evaluación de la Calidad, (d) Diseño del Producto, (e) Gestión de la Calidad, (f) Control y Mejoramiento del Proceso, (g) Entrenamiento y Educación, (h) Círculos de Calidad e (i) Enfoque hacia la Satisfacción del Cliente (Benzaquen, 2013). Asimismo, esta investigación fue de alcance descriptiva y explicativa, con un enfoque cuantitativo, lo que brindó objetividad y permitió probar la hipótesis planteada a través de un análisis estadístico. Para obtener los datos se aplicó una encuesta a una muestra compuesta por 234 empresas, que se seleccionaron con un nivel de error del 6% y de forma aleatoria a partir de una población de 1,552 empresas dedicadas a la confección textil en Lima Metropolitana. Finalmente, los resultados permitieron concluir que no existen diferencias significativas en el nivel de calidad que tienen las empresas que han logrado implementar sistemas de gestión de calidad y aquellas que no lo han hecho. Una de las posibles razones es que estos sistemas que se han implementado pueden ser no validados o reconocidos por organizaciones internacionales, como sí es el caso de las normas ISO 9000 / This investigation looked for identify the level of quality, through the nine factors of Total Quality Management (TQM, for its acronym in English) in the textile companies of Lima. Also explained if there are significant differences between the results of companies that do have a Quality Management System (QMS) and those that do not. This allowed to analyze that the independent variable is the Quality Management System, while the dependent variable is the level of quality, as measured by the following factors (Benzaquen, 2013): (a) Senior Management, (b) Quality Planning ( c) Audit and Quality Assessment, (d) Product Design, (e) Quality Management (f) Control and Improvement Process (g) Training and Education, (h) Quality Circles and (i) Approach to Customer Satisfaction. Also, this research was descriptive and explanatory, with a quantitative approach, which provided objectivity and allowed to prove the hypothesis through statistical analysis. For obtained data we applied a survey to a sample of 234 companies, which were selected with an error level of 6% and at random from a population of 1,552 companies engaged in textiles in Lima. Finally, the results allowed concluding that there are no significant differences in the level of quality that have companies that have implemented quality management systems and those that have not. One possible reason is that these systems have been implemented cannot be validated or recognized by international organizat ions, as it is the case of the ISO 9000 standards

La Administración de la Calidad Total es considerada como un indicador de gestión de importancia. En este sentido, diversos investigadores han contribuido con sus trabajos a desarrollar una herramienta de medición que permite evaluar y gestionar la Administración de la Calidad Total (TQM, por sus siglas en inglés). En la presente investigación cuantitativa se analizó el nivel de cumplimiento en los nueve factores de éxito de la TQM en las empresas del sector financiero, que incluye empresas supervisadas —Bancos, financieras, edpymes, cajas municipales, cajas rurales, y no supervisadas, como cooperativas de ahorro y créditos y algunas ONG del departamento de Ayacucho, región en la que operan más de 50 oficinas, entre instituciones financieras y no financieras en el Perú. Esta investigación es la primera de este tipo que se realiza en Ayacucho. El instrumento empleado para la recolección de datos fue la encuesta desarrollada por Benzaquen (2013a), que consta de 35 preguntas relacionadas con cada uno de los nueve factores de éxito del TQM. El estudio se aplicó sobre una muestra de 54 encuestas realizadas a los gerentes de agencia o jefes de departamento de Ayacucho de las instituciones supervisadas y no supervisadas del sistema financiero. Los resultados obtenidos indicaron que en el sector financiero de Ayacucho, el 94% del total de encuestados respondió que no cuenta con ISO, tiene un valor promedio del nivel de calidad de 3.77, en comparación con el 3.61 para empresas sin ISO (Benzaquen, 2013b). Esto indica que el sector desarrolla niveles medios en prácticas de calidad, confirmando que las empresas vienen realizando pocas gestiones para la consolidación de procesos que permitan obtener una mejora en la calidad. Finalmente, se considera la importancia de la presente investigación para la mejora en la calidad de las empresas financieras en el departamento de Ayacucho con el objetivo de aplicar y obtener un plan para incorporar un sistema de calidad, sobre todo para mantener un crecimiento constante en su cartera de colocaciones con base en la gestión de calidad / The Total Quality Management is considered as a management indicator of importance. In this sense, researchers such as: Sila, Ebrahimpour, Li, Alistair and Harrison have contributed to their research work by developing a measurement tool that allows the evaluation and management of TQM. In this quantitative investigation, the level of compliance was analyzed in the nine success factors of the Total Quality Management (TQM) in Financial Sector companies that includes supervised companies: banks, financiers, edpymes, cajas Municipal, rural and nonsupervised banks: such as savings and credit cooperatives and NGOs in the department of Ayacucho. Taking into consideration that is the department where more than 50 offices operate between financial and non-financial institutions in Peru. It should be noted that the present investigation is the first one to be carried out in the Ayacucho region The instrument used for data collection was the Benzaquen (2013a) survey consisting of 35 questions related to each of the nine success factors of the TQM, the study was applied on a sample of 54 surveys conducted to the managers of Agency or department heads of Ayacucho from supervised and unsupervised institutions of the financial system. The results obtained indicated that the financial sector of Ayacucho, 94% of the total of respondents answered that they do not have ISO, has an average value of the quality level of 3.77 compared to 3.61 for companies without ISO (Benzaquen, 2013b). This Indicates that the sector develops average levels in quality practices, confirming that companies have been making few efforts to consolidate processes that allow an improvement in quality. Finally, we consider the importance of the present research to improve the quality of financial companies in the department of Ayacucho with the objective of applying and obtaining a plan to incorporate a quality system, especially to maintain a constant growth in its portfolio of placements on a quality management basis