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
Type: Journal paper
Language: English
View: 170
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Document National Code:
JR_IJIMES-2-2_001
Index date: 4 January 2023
Factors that Determine Customer Experience: The Case of Digital Banking Services in Honduras 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 37 items was applied to a sample of 734 customers. For the analysis of the results, multivariate techniques such as: correlation analysis, structural equation modeling and 1-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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Factors that Determine Customer Experience: The Case of Digital Banking Services in Honduras authors
Gracia Maria Andino
Universidad Nacional Autónoma de Honduras, Honduras