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

Journal: International Journal of Innovation in Management, Economics and Social Sciences (Vol.2, No. 2)

Publication Date:

Authors : ;

Page : 1-11

Keywords : Customer Experience; Customer Satisfaction; Loyalty; NPS; Banks;

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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.

Last modified: 2022-12-14 22:20:44