Experiencia del cliente en el éxito de emprendimientos: evidencia de Lima metropolitana

María Fernanda Ramos Aguilar; Valeria Alexandra Medina Martel; Kerwin José Chávez Vera

doi:10.52080/rvgluz.29.e12.47

Experiencia del cliente en el éxito de emprendimientos: evidencia de Lima metropolitana

Translated title of the contribution: Customer experience in the success of ventures: evidence from metropolitan Lima

María Fernanda Ramos Aguilar, Valeria Alexandra Medina Martel, Kerwin José Chávez Vera

Research output: Contribution to journal › Article › peer-review

1 Scopus citations

Abstract

The objective of this study is to analyze the impact of customer experience on the success of entrepreneurial ventures in Metropolitan Lima during 2024. The methodology used consisted of a structural equation model with the Partial Least Squares (PLS) technique in two phases: validation of the measurement instrument and confirmation of the structural model. The results show that customer experience, service quality, personalized interaction, and omnichannel experience are key factors that significantly influence the growth and performance of entrepreneurial ventures. It is concluded that ventures that prioritize optimizing customer experience through service quality, personalized interaction, and an omnichannel strategy achieve better market positioning and sustainable development.

Translated title of the contribution	Customer experience in the success of ventures: evidence from metropolitan Lima
Original language	Spanish
Pages (from-to)	1632-1649
Number of pages	18
Journal	Revista Venezolana de Gerencia
Volume	29
Issue number	12 Special Edition
DOIs	https://doi.org/10.52080/rvgluz.29.e12.47
State	Published - 2024

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title = "Experiencia del cliente en el {\'e}xito de emprendimientos: evidencia de Lima metropolitana",

abstract = "The objective of this study is to analyze the impact of customer experience on the success of entrepreneurial ventures in Metropolitan Lima during 2024. The methodology used consisted of a structural equation model with the Partial Least Squares (PLS) technique in two phases: validation of the measurement instrument and confirmation of the structural model. The results show that customer experience, service quality, personalized interaction, and omnichannel experience are key factors that significantly influence the growth and performance of entrepreneurial ventures. It is concluded that ventures that prioritize optimizing customer experience through service quality, personalized interaction, and an omnichannel strategy achieve better market positioning and sustainable development.",

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doi = "10.52080/rvgluz.29.e12.47",

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publisher = "Universidad del Zulia",

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T1 - Experiencia del cliente en el éxito de emprendimientos

T2 - evidencia de Lima metropolitana

AU - Ramos Aguilar, María Fernanda

AU - Medina Martel, Valeria Alexandra

AU - Chávez Vera, Kerwin José

PY - 2024

Y1 - 2024

N2 - The objective of this study is to analyze the impact of customer experience on the success of entrepreneurial ventures in Metropolitan Lima during 2024. The methodology used consisted of a structural equation model with the Partial Least Squares (PLS) technique in two phases: validation of the measurement instrument and confirmation of the structural model. The results show that customer experience, service quality, personalized interaction, and omnichannel experience are key factors that significantly influence the growth and performance of entrepreneurial ventures. It is concluded that ventures that prioritize optimizing customer experience through service quality, personalized interaction, and an omnichannel strategy achieve better market positioning and sustainable development.

AB - The objective of this study is to analyze the impact of customer experience on the success of entrepreneurial ventures in Metropolitan Lima during 2024. The methodology used consisted of a structural equation model with the Partial Least Squares (PLS) technique in two phases: validation of the measurement instrument and confirmation of the structural model. The results show that customer experience, service quality, personalized interaction, and omnichannel experience are key factors that significantly influence the growth and performance of entrepreneurial ventures. It is concluded that ventures that prioritize optimizing customer experience through service quality, personalized interaction, and an omnichannel strategy achieve better market positioning and sustainable development.

KW - customer experience

KW - entrepreneurship

KW - growth

KW - interaction

KW - service quality

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JO - Revista Venezolana de Gerencia

JF - Revista Venezolana de Gerencia

IS - 12 Special Edition

ER -

Experiencia del cliente en el éxito de emprendimientos: evidencia de Lima metropolitana

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