Citas bibligráficas
Caipo, R., Lengua, G. (2023). Experiencia del viaje del cliente en el uso de la aplicación móvil Real Plaza en la ciudad de Trujillo 2023 [Tesis, Universidad Privada Antenor Orrego]. https://hdl.handle.net/20.500.12759/16252
Caipo, R., Lengua, G. Experiencia del viaje del cliente en el uso de la aplicación móvil Real Plaza en la ciudad de Trujillo 2023 [Tesis]. PE: Universidad Privada Antenor Orrego; 2023. https://hdl.handle.net/20.500.12759/16252
@misc{renati/380963,
title = "Experiencia del viaje del cliente en el uso de la aplicación móvil Real Plaza en la ciudad de Trujillo 2023",
author = "Lengua Trujillano, Gianella Alejandra",
publisher = "Universidad Privada Antenor Orrego",
year = "2023"
}
The main objective of this research was to determine the level of experience of the customer's journey in the use of the Real Plaza mobile application in the city of Trujillo 2023. The population was made up according to the number of users of the application at the district level with a amount of 6,858; taking only 154 clients as a sample. The study design used was simple descriptive and the questionnaire was used as a data collection instrument, having been applied virtually. Accordingly, main results were found such as wow emotion at the time of the purchase decision and negative emotion at the time of downloading and registering the mobile application. The conclusions of the research determined that the level of customer experience when using the mobile application occurs in an ascending manner, that is: the download and registration time is low; However, throughout the journey, the moments with high ratings were identified, which were the purchase decision and the rating of the mobile application. As well as mid-level moments, such as pop-up promotions and ease of search. Determining that the level of experience has moments or phases, which are good, bad and average, with points in favor and to be addressed, so that the customer's experience is not harmed.
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