Factors that Determine Customer Experience: The Case of Digital Banking Services in Honduras
Publish place: International Journal of Innovation in Management, Economics and Social Sciences، Vol: 2، Issue: 2
Publish Year: 1401
نوع سند: مقاله ژورنالی
زبان: English
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شناسه ملی سند علمی:
JR_IJIMES-2-2_001
تاریخ نمایه سازی: 14 دی 1401
Abstract:
Purpose: The purpose of this research is to analyze the determinants of customer experience of digital banking services and its impact on customer satisfaction, loyalty and net promoter score.Methodology: A measurement scale with ۳۷ items was applied to a sample of ۷۳۴ customers. For the analysis of the results, multivariate techniques such as: correlation analysis, structural equation modeling and ۱-factor ANOVA were used to test the research hypothesesFindings: There is a positive relationship between customer experience, satisfaction and loyalty, but these relationships do not support the net promoter score.Originality/Value: Customer experience is critical for companies to extend their life cycle and thereby maximize their revenue and competitiveness in the marketplace. A poor customer experience leads to negative organizational outcomes and sometimes to eminent bankruptcy.
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Authors
Gracia Maria Andino
Universidad Nacional Autónoma de Honduras, Honduras