Bibliographic citations
Plaza, R., (2022). Caso de estudio: la computación en nube y la transformación digital de la industria bancaria en Perú: evaluando la satisfacción del cliente [Universidad de Lima]. https://hdl.handle.net/20.500.12724/17462
Plaza, R., Caso de estudio: la computación en nube y la transformación digital de la industria bancaria en Perú: evaluando la satisfacción del cliente []. PE: Universidad de Lima; 2022. https://hdl.handle.net/20.500.12724/17462
@misc{renati/1436992,
title = "Caso de estudio: la computación en nube y la transformación digital de la industria bancaria en Perú: evaluando la satisfacción del cliente",
author = "Plaza Parra, Rafael Ignacio",
publisher = "Universidad de Lima",
year = "2022"
}
In a world where technological evolution is exponential and customers demand individuality and speed, banks are forced to transform digitally if they want to survive. Cloud Computing offers to become a fast, and economical, facilitator in banking transformation, optimizing processes, and reinventing the business model to differentiate products and services in a highly competitive market. And customer satisfaction could be, in the current economic, political and social context, the most important variable to help banks maintain their competitive advantage. However, research papers tend to focus on how technology influences organizational productivity, addressing issues such as adoption factors, economies of scale, and regulatory constraints; leaving behind research on the utility provided to the bank customer. For this reason, the main objective of this research work is to determine the impact of the adoption of Cloud Computing by banks, as a tool for their digital transformation, on the degree of satisfaction or utility it provides to the client. The study includes the use of own surveys based on the TAM model for data collection, the descriptive analysis of the explanatory variables of customer satisfaction, the estimation of an econometric model to evaluate the relationship between the adoption of Computing in Cloud and the degree of banking customer satisfaction. The results of the analysis suggest that the adoption of Cloud Computing has a negative effect on customer satisfaction. The findings of this work are expected to help banks, regulators and cloud computing providers to redirect their efforts to use cases that improve the perceived usefulness of the client.
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