Use of Digital Wallets and User Satisfaction in Banking Institutions

Rafael R.-C.; Carlos J.-H.J.; Magdalena M.-R.F.; Sobeida M.-C.J. · Revista Venezolana de Gerencia (2025) · DOI: 10.52080/rvgluz.30.especial13.29

Resumen

The use of digital wallets has significantly increased in recent years, establishing itself as an efficient alternative for making payments in both personal and business contexts. User satisfaction has been identified as a key factor in the sustained adoption of these tools. This study aimed to analyze the relationship between the use of the digital wallets Yape and Plin and the satisfaction of users in banking institutions in Arequipa, Peru. The research was conducted using a quantitative approach, with an explanatory scope and a cross-sectional design. A structured questionnaire was applied to a sample of 1,715 financial service users to assess the interdependence among the studied variables. The results showed a significant causal relationship between the use of digital wallets and the level of user satisfaction, with relevant associations found in terms of usage frequency, ease of interaction with the platform, and system reliability. The structural model indicators demonstrated an adequate fit, providing empirical support for the theoretical framework. It is concluded that positive perceptions regarding accessibility, trust, and frequent use significantly influence user satisfaction, highlighting the need to optimize these dimensions in the delivery of digital banking services.

Instituciones: Universidad Nacional de San Agustín de Arequipa; Universidad Tecnológica del Perú; Universidad Católica de Santa María