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Factors that Determine Customer Experience: The Case of Digital Banking Services in Honduras
ISSN: 2783 - 2678
Publisher: author
Factors that Determine Customer Experience: The Case of Digital Banking Services in Honduras
Indexed in
Business and Management
ARTICLE-FACTOR
1.3
Article Basics Score: 2
Article Transparency Score: 2
Article Operation Score: 2
Article Articles Score: 2
Article Accessibility Score: 2
SUBMIT PAPER ASK QUESTION
International Category Code (ICC):
ICC-0502
Publisher: Isnet
International Journal Address (IAA):
IAA.ZONE/2783380072678
eISSN
:
2783 - 2678
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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 hypotheses Findings: 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.
