Bibliographic citations
Maggiolo, J., Rosas, M. (2020). La relación de los factores utilitarios del m-commerce con la experiencia del cliente para artículos de Retail en hombres y mujeres entre 25 y 40 años de Lima Metropolitana [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/654542
Maggiolo, J., Rosas, M. La relación de los factores utilitarios del m-commerce con la experiencia del cliente para artículos de Retail en hombres y mujeres entre 25 y 40 años de Lima Metropolitana [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/654542
@misc{renati/393535,
title = "La relación de los factores utilitarios del m-commerce con la experiencia del cliente para artículos de Retail en hombres y mujeres entre 25 y 40 años de Lima Metropolitana",
author = "Rosas Agurto, Marcelo Ernesto",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
In the last few decades, e-commerce has skyrocketed in most countries in the world, gaining significant relevance in today's business world. The adoption of e-commerce has brought many changes to companies and consumers, forcing them to adapt to new tech-trends such as mobile commerce, also known as m-commerce (using smartphones for online purchases). This subset of e-commerce has impacted Retail sales significantly, making purchases much more accessible to consumers and eliminating many barriers associated with regular shopping. Although the adoption rate has increased significantly, we believe that the customer experience of mobile commerce is still in its early phases, with many investigation opportunities. The most important of this opportunities is the understanding of the principal variables in the customer experience in the Peruvian context. We analyze the most principal variables in this context and, then, decided to use only three of them called: Utilitarian factors. Our objective in this investigation is to understand the users experience in m-commerce and how it relates to specific factors in Peru’s reality. These factors will be analyzed from a utilitarian perspective, analyzing how the different variables impact a user’s perception of their customer experience. These utilitarian factors are: personalization, usability and convenience. The connection of these factors is important too because there aren’t too many investigations about this topic. These utilitarian factors have an impact on a user’s customer experience and satisfaction. We will be using an investigation framework to validate our hypothesis and find correlations between the independent variables.
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