Factors that Determine Customer Experience: The Case of Digital Banking Services in Honduras
Journal Title: International Journal of Innovation in Management, Economics and Social Sciences - Year 2022, Vol 2, Issue 2
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.
Authors and Affiliations
Gracia Maria Andino,
Keywords
Related Articles
- EP ID EP711391
- DOI -
- Views 65
- Downloads 0
The role of social media platforms in facilitating COVID-19 pandemic protocols
Purpose: The COVID-19 pandemic led to pain and panic across the globe and social media became the base for information sharing and communication. The purpose of this study was to investigate the role of social media plat...
The Problem of Uninterrupted Hybrid Flow Shop Scheduling with Regard to the Fuzzy Processing Time
Purpose: In this paper, an uninterrupted hybrid flow shop scheduling problem is modeled under uncertainty conditions. Due to the uncertainty of processing time in workshops, which is due to delays in receiving raw materi...
Green supply chain network design under uncertainty conditions with the mathematical model and solving it with a NSGA II algorithm
Purpose: In this paper a mathematical model for the green supply chain network problem is designed. In this research, we seek to optimize two inconsistent and conflicting goals of the problem which are as follows: 1.Mini...
A Comparative Study of the Scientific and Technological Organizations of the Countries on Human Resource Productivity
Purpose: Human resources are the most valuable assets of any organization. Considering the importance of employees' productivity, this research aimed at identifying factors affecting human resource productivity using the...
Cell Production System Design: A Literature Review
Purpose In a cell production system, a number of machines that differ in function are housed in the same cell. The task of these cells is to complete operations on similar parts that are in the same group. Determining th...