Un estudio exploratorio sobre la calidad de servicio, la satisfacción y el customer engagement behaviour en plataformas digitales de la banca electrónica peruana

The research seeks to understand the relationship that exists among the quality of service of banks’ digital platforms, user satisfaction and customer engagement behaviour (CEB). An empirical study of users of digital banking platforms was performed. The results were processed to obtain descriptive statistical data of the sample and the Spearman’s correlation among the quality of digital service, satisfaction and CEB. The results help to understand the profile of the users of banking multiplatform, as well as to expand the knowledge of the relationships that exist among the variables considered in this research in Latin America. The findings allow the financial sector to classify that not all the platforms offered have the same users consideration, in addition to confirming that there are strong relationships between user satisfaction and the quality of the digital service, and both of them with the CEB.