Factors that Determine Customer Experience: The Case of Digital Banking Services in Honduras

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.

Keywords:

Customer Experience , Customer Satisfaction , Loyalty , NPS , Banks