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Publication
Qualidade de serviço dos produtos de pagamento móvel oferecidos pelas instituições financeiras peruanas e a sua relação com o envolvimento e a lealdade dos clientes: Millennials e Centennials
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Abstract(s)
Este trabalho consiste na análise da relação entre a qualidade de serviço, envolvimento e lealdade de Millennials e Centennials em produtos de pagamento móvel no Peru.
Atualmente, o mercado de pagamentos móveis no Peru tem vindo a crescer rapidamente devido à facilidade de utilização e agilidade para fazer transferências utilizando apenas o número de telefone e não um número de conta. Neste sentido, apesar do pouco tempo que estes produtos têm estado no mercado, questões como o que os utilizadores pensam sobre a qualidade de serviço oferecido por estes produtos e como estão envolvidos e leais, são fundamentais para pensar nas próximas implementações destes produtos.
De acordo com o acima exposto, para alcançar o objetivo deste projeto, é necessário analisar e determinar quais são as ferramentas ideais para medir a qualidade do serviço, o envolvimento e a lealdade. Ao mesmo tempo, outra ação chave é caracterizar os Millennials e Centennials de modo a compreender as suas necessidades em relação a este tipo de produtos. Com toda esta informação, as questões levantadas para esta investigação serão respondidas.
This work consists on the analysis of the relationship between service quality and the involvement and loyalty of Millennials and Centennials on mobile payment products in Peru. Currently, the mobile payment market in Peru has been growing rapidly due to the ease of use and agility to make transfers using only the phone number and not an account number. In this sense, despite the short time these products have been on the market, questions such as what users think about the quality of service offered by these products and how involved and loyal they are, are basic to think about the next implementations of these products. In line with the above, to achieve the objective of this project, it is necessary to analyze and determine which are the ideal tools to measure the quality of service, involvement and loyalty. At the same time, characterize the Millennials and Centennials to understand their needs in relation to this type of products. With all this information, the questions raised for this research will be answered.
This work consists on the analysis of the relationship between service quality and the involvement and loyalty of Millennials and Centennials on mobile payment products in Peru. Currently, the mobile payment market in Peru has been growing rapidly due to the ease of use and agility to make transfers using only the phone number and not an account number. In this sense, despite the short time these products have been on the market, questions such as what users think about the quality of service offered by these products and how involved and loyal they are, are basic to think about the next implementations of these products. In line with the above, to achieve the objective of this project, it is necessary to analyze and determine which are the ideal tools to measure the quality of service, involvement and loyalty. At the same time, characterize the Millennials and Centennials to understand their needs in relation to this type of products. With all this information, the questions raised for this research will be answered.
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Keywords
Design management Qualidade de serviço Envolvimento Lealdade Millennials Centennials Produtos de pagamento móvel