Citas bibligráficas
Martinez, L., De, Á. (2020). Factores de uso en el mobile banking con relación a la satisfacción [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/654644
Martinez, L., De, Á. Factores de uso en el mobile banking con relación a la satisfacción [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/654644
@misc{sunedu/3092775,
title = "Factores de uso en el mobile banking con relación a la satisfacción",
author = "De La Torre Delgado, Álvaro Martín",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
Technological changes have taken huge steps in the last 20 years, impacting people’s lives, mainly in the way that we relate with others and acquire products and services. This also applies to the banking industry; historically, the traditional way of banking as we knew it has been mutating and going through technological changes in light of the imminent growth of the competition in globalized markets with the purpose of getting closer to the customer and provide him of practical and fast tools in front of any situation related to the service. Nowadays, most of the time, banks seek to retain customers as long as they can through customer satisfaction. A satisfied customer is loyal, it acquires financial services and is a brand messenger. One of the main contact points that the bank industry has with their customers is the mobile banking, which is a system that lets the customer do several operations related to financial services from a mobile device. To meet the expectations of the customers, banks work on their e-satisfaction of their mobile banking and the idea is to study this variable and its relation, or if it does not have a relation, with the usage factors of the mobile banking. According to evidence given by several authors, the main related usage factors are: perceived usefulness, perceived ease of use, compatibility with lifestyle and personal innovation of technology, helping to determine the framework of this investigation.
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