factors that determine customer experience: the case of digital banking services in honduras

Purpose: the purpose of this research is to analyze the determinants of customer experience of digital banking services and its impact on customer satisfaction, loyalty and net promoter score. methodology: a measurement scale with 37 items was applied to a sample of 734 customers. for the analysis of the results, multivariate techniques such as: correlation analysis, structural equation modeling and 1-factor anova were used to test the research hypotheses findings: there is a positive relationship between customer experience, satisfaction and loyalty, but these relationships do not support the net promoter score. originality/value: customer experience is critical for companies to extend their life cycle and thereby maximize their revenue and competitiveness in the marketplace. a poor customer experience leads to negative organizational outcomes and sometimes to eminent bankruptcy.