Citas bibligráficas
Roca, L., Cardoza, M. (2021). Online brand experience y la satisfacción del usuario en relación a la lealtad en FinTechs bancarias. [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/659886
Roca, L., Cardoza, M. Online brand experience y la satisfacción del usuario en relación a la lealtad en FinTechs bancarias. [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/659886
@misc{sunedu/3133562,
title = "Online brand experience y la satisfacción del usuario en relación a la lealtad en FinTechs bancarias.",
author = "Cardoza Vidal, María Lucero",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
Nowadays. technology is advancing by leaps and bounds in the financial sector. Banks no longer work under the traditional system, but have had to implement different technological processes in their channels, in order to meet all the needs of their customers and keep them loyal to the brand over time. In Peru, the products that stand out among the banking population are mobile banking, internet banking and money transfer apps. This means that there is an acceptance of these new technological tools that seek to streamline financial processes. In this sense, banks must retain and fidelize their customers without allowing them to change them for the competition. This is achieved by providing the best possible experience with the brand. This report seeks to investigate the impact of both online user experience and satisfaction on user loyalty in the use of different banking Fintechs in Peru. The methodology that will be used in this research is quantitative, and will seek to relate the variables in a Peruvian banking context. Several authors have studied and related the variables we present, through different methodologies and positions. Most of these authors consider that a customer who has a good experience is satisfied and loyal.
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