The influence of the digital wallet on customer satisfaction among millennials in Lima Metropolitana in 2025

López Lam F.D.M.; Hidalgo Mansson F.L.; Fernández Rodriguez R.E.; Nuñez Bazán F.M.; Muñante Acaro A.X.; Jauregui Arroyo R.R.; Méndez Saavedra Ó.M. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2025) · DOI: 10.18687/leird2025.1.1.192

Resumen

The aim of this research is to determine the influence of digital wallets on customer satisfaction among millennials in Lima Metropolitana in 2025. The focus on this sector is due to its continuous growth in recent years. For the purposes of this study, a quantitative, applied, and causal research approach was conducted on a sample of 201 millennials who use digital wallets in Lima Metropolitana. In order to test the proposed hypotheses, a questionnaire was applied using the Google Forms tool, covering both the digital wallet and customer satisfaction variables. Additionally, the data were analyzed using linear regression to address both general and specific objectives. As a result, it was demonstrated that digital wallets influence customer satisfaction and thereby foster financial inclusion. The findings of this research are relevant for banks that offer digital wallets, as they provide insights that can help improve customer satisfaction, specifically among their millennial clientele, ultimately leading to better performance of digital wallet services. © LEIRD 2025.All rights reserved.

Instituciones: Universidad Peruana de Ciencias Aplicadas