Bibliographic citations
Diaz, K., (2024). La satisfacción en la experiencia del cliente e intención de reutilizar los servicios digitales en una entidad financiera, Chiclayo 2021 [Universidad Católica Santo Toribio de Mogrovejo]. http://hdl.handle.net/20.500.12423/8094
Diaz, K., La satisfacción en la experiencia del cliente e intención de reutilizar los servicios digitales en una entidad financiera, Chiclayo 2021 []. PE: Universidad Católica Santo Toribio de Mogrovejo; 2024. http://hdl.handle.net/20.500.12423/8094
@misc{renati/1107151,
title = "La satisfacción en la experiencia del cliente e intención de reutilizar los servicios digitales en una entidad financiera, Chiclayo 2021",
author = "Diaz Sosa, Karen Vanessa",
publisher = "Universidad Católica Santo Toribio de Mogrovejo",
year = "2024"
}
Getting a customer to fulfill their expectations in terms of receiving satisfaction in relation to a product or service in order to make them want to acquire it again in terms of perceiving a pleasant experience is the purpose of this study, which aimed to determine the mediating effect of perceived satisfaction in the customer experience against the intention to reuse the digital services of a financial institution, in the city of Chiclayo. The methodology used a quantitative approach, with an explanatory level and a non-experimental and cross-sectional design, for which 347 clients of a Chiclayo financial institution were found as an analysis sample, applying a basket proposed by Shin (2021) including 18 items, evaluated at Through the Likert-type scale of 5 points, the questionnaire was developed in Google Form, the information processing in the statistical program IBM SPSS Statistics v.26 and Microsoft Excel 2016. As for the result, it was found that the customer experience does influence significantly in the satisfaction that can be perceived, this implies that a satisfied customer requires that the experience they have in the use of digital banking is also satisfactory and meets their expectations. Therefore, it is concluded that, it was possible to know that, if the digital service works well, it will influence customer satisfaction and therefore the intention to use the digital service again.
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