<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2521-2737</journal-id>
<journal-title><![CDATA[Revista Investigación y Negocios]]></journal-title>
<abbrev-journal-title><![CDATA[Investigación y Negocios]]></abbrev-journal-title>
<issn>2521-2737</issn>
<publisher>
<publisher-name><![CDATA[Facultad de Ciencias Económicas y Empresariales y la Universidad Mayor Real y Pontificia de San Francisco Xavier]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2521-27372021000100077</article-id>
<article-id pub-id-type="doi">10.38147/invneg.v14i23.129</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Análisis del compromiso y la satisfacción del cliente interno de la UCB Tarija mediante el modelo de ecuaciones estructurales (SEM)]]></article-title>
<article-title xml:lang="en"><![CDATA[Analysis of the commitment and satisfaction of the internal client of UCB Tarija through the structural equations model (SEM)]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Mendoza Gutierrez]]></surname>
<given-names><![CDATA[Lorena Frescia]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Loaiza Torres]]></surname>
<given-names><![CDATA[Jose Santos]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Católica Boliviana &#8220;San Pablo Unidad Académica Regional ]]></institution>
<addr-line><![CDATA[Tarija ]]></addr-line>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2021</year>
</pub-date>
<volume>14</volume>
<numero>23</numero>
<fpage>77</fpage>
<lpage>87</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.bo/scielo.php?script=sci_arttext&amp;pid=S2521-27372021000100077&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.bo/scielo.php?script=sci_abstract&amp;pid=S2521-27372021000100077&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.bo/scielo.php?script=sci_pdf&amp;pid=S2521-27372021000100077&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN En el ámbito laboral, existen tres factores importantes que pueden influenciar directamente sobre los niveles de productividad de un equipo de trabajo (clientes internos) en una determinada institución: la motivación, la satisfacción y el compromiso. Una institución puede tener clientes internos (trabajadores) motivados pero insatisfechos y no comprometidos o, por el contrario, los niveles superiores de motivación y satisfacción darán como resultado altos niveles de compromiso, y contar con un equipo de trabajo altamente comprometido impactará de manera muy notable en la productividad de la institución. En ese sentido, el objetivo del presente trabajo fue conocer la situación de los clientes internos de la UCB Tarija, con respecto a los niveles de motivación, satisfacción y compromiso, para lo cual se realizaron análisis descriptivos, modelos multivariados (Modelos de ecuaciones estructurales, SEM-PLS) para comprender con mayor claridad el fenómeno estudiado, llegando a obtener como resultado un nivel de motivación-satisfacción medio, lo que está repercutiendo principalmente en el compromiso afectivo traducido en un bajo sentimiento de permanencia y pertenencia.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT In the workplace, there are three important factors that can directly influence the productivity levels of a work team (internal clients) in a given institution: motivation, satisfaction and commitment. An institution may have motivated but dissatisfied and uncommitted internal clients (workers) or, conversely, higher levels of motivation and satisfaction will result in high levels of commitment, and having a highly committed work team will have a very noticeable impact. in the productivity of the institution. In this sense, the objective of the present work was to know the situation of the internal clients of the UCB Tarija, with respect to the levels of motivation, satisfaction and commitment, for which descriptive analyzes, multivariate models (Models of structural equations, SEM-PLS) to understand the studied phenomenon more clearly, obtaining as a result a medium level of motivation-satisfaction, which is mainly having an impact on affective commitment translated into a low feeling of permanence and belonging.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Compromiso]]></kwd>
<kwd lng="es"><![CDATA[satisfacción]]></kwd>
<kwd lng="es"><![CDATA[cliente interno]]></kwd>
<kwd lng="es"><![CDATA[cliente externo]]></kwd>
<kwd lng="es"><![CDATA[PLS-SEM]]></kwd>
<kwd lng="en"><![CDATA[Engagement]]></kwd>
<kwd lng="en"><![CDATA[satisfaction]]></kwd>
<kwd lng="en"><![CDATA[internal customer]]></kwd>
<kwd lng="en"><![CDATA[external customer]]></kwd>
<kwd lng="en"><![CDATA[PLS-SEM]]></kwd>
</kwd-group>
</article-meta>
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