Bibliographic citations
Burga, D., Trujillo, B. (2023). Percepción de la transformación digital desde la experiencia del usuario de entidades bancarias del sector financiero, Lima 2022 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/37549
Burga, D., Trujillo, B. Percepción de la transformación digital desde la experiencia del usuario de entidades bancarias del sector financiero, Lima 2022 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/37549
@misc{renati/1687584,
title = "Percepción de la transformación digital desde la experiencia del usuario de entidades bancarias del sector financiero, Lima 2022",
author = "Trujillo Valladolid, Brenda Saby",
publisher = "Universidad Privada del Norte",
year = "2023"
}
The objective of this research was to determine the perception of digital transformation from the user experience of banking entities in the financial sector of Lima during 2022, this research had a quantitative approach, descriptive level, with a non-experimental and cross-sectional design. The sample corresponded to 422 users of the financial system, using an instrument created by the authors of this investigation which got a Cronbach's alpha value of 0,950, and its content was validated by 4 experts. From that, it was observed that the users of these entities have a very favorable level of perception about the variable, however, opportunities for improvement are also identified in terms of optimizing the indicators for digital campaigns and the speed of addressing complaints through Internet banking, which will enhance the customer experience. Therefore, it is concluded that digital transformation has undoubtedly made it possible to achieve improvements in the sector's services through the implementation of innovation and the use of technology in its current services. And so, the authors recommend that future investigators continue with this research with a view to implementing the required improvements given that its users are attentively awaiting more developments in digital banking.
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