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

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

Producción científica: Contribución a una revistaArtículorevisión exhaustiva

Resumen

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.

Título traducido de la contribuciónCustomer experience management and purchase decision of millennials from Arequipa – Peru
Idioma originalEspañol
Páginas (desde-hasta)1367-1385
Número de páginas19
PublicaciónRevista Venezolana de Gerencia
Volumen28
N.º10
DOI
EstadoPublicada - 6 dic. 2023
Publicado de forma externa

Palabras clave

  • Customer experience management
  • millennials
  • purchase decision

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