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

Gracia Maria Andino ()

International Journal of Innovation in Management, Economics and Social Sciences, 2022, vol. 2, issue 2, 1-11

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.

Keywords: Customer Experience; Customer Satisfaction; Loyalty; NPS; Banks (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:bao:ijimes:v:2:y:2022:i:2:p:1-11:id:45

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