Customer experience and the intention to reuse digital services in a financial institution in Chiclayo: Mediating role of satisfaction

Abstract

The purpose of this study is to ensure that a client meets their expectations in terms of perceiving satisfaction in relation to a product or service in order to make them want to purchase it again in terms of perceiving a pleasant experience, which aimed to determine the mediating effect of the satisfaction perceived in the customer's experience in the face of the intention to reuse digital services of a financial institution, in the city of Chiclayo. The methodology used had a quantitative approach, an explanatory level, and a non-experimental and cross-sectional design. 300 clients of a Chiclayan financial institution were considered as an analysis sample.