Customer experience management y decisión de compra de los millenials de Arequipa – Perú

Translated title of the contribution: Customer experience management and purchase decision of millennials from Arequipa – Peru

Wilfredo Román Midolo-Ramos, Yaneth María Cornejo-Condori, Katherine Rosa Flores Chacón

Research output: Contribution to journalArticlepeer-review

Abstract

The purchase decision process has not changed throughout history, however, new concepts have been generated that can influence this process, such as customer experience management, it is intended to evaluate how this is related to the purchase decision of Millennials in the Malls of the city of Arequipa, which will demonstrate the importance of managing the customer experience for shopping centers. The methodology used has a quantitative, non-experimental cross-sectional approach of correlational scope, the study population is the millennial generation, non-probabilistic convenience sampling was applied to 384 people, the interpretation of the results was carried out through the use of the SPSS. A Spermman correlation of 0.761 was obtained with a p-value less than 0.05, indicating a strong relationship between customer experience management and the purchase decision. Likewise, there is proportionality in sex and that the female gender is more demanding. Customer Experience Management has a close collaboration with the purchasing decision of Millennials in the Malls of the city of Arequipa.

Translated title of the contributionCustomer experience management and purchase decision of millennials from Arequipa – Peru
Original languageSpanish
Pages (from-to)1367-1385
Number of pages19
JournalRevista Venezolana de Gerencia
Volume28
Issue number10
DOIs
StatePublished - 6 Dec 2023
Externally publishedYes

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