Perception of Digital Transformation in Users of Banking Entities in the Peruvian Financial Sector

Burga-Mori D.E.; Trujillo-Valladolid B.S.; Vargas-Merino J.A. · 2024 IEEE International Conference on Technology Management, Operations and Decisions, ICTMOD 2024 (2024) · DOI: 10.1109/ictmod63116.2024.10959118

Resumen

This research aimed to assess digital transformation perception among banking users in Lima's financial sector in 2022, using a quantitative, descriptive, non-experimental, cross-sectional design. The sample consisted of 422 users from the financial system, using a questionnaire that obtained a Cronbach's alpha value of 0.950 and its content was validated by four experts. It was observed that users perceive digitalization of these entities favorably, though there are identified areas for improvement in digital campaign metrics and internet banking response times to enhance customer experience. Therefore, it is concluded that Digital Transformation (DT) has significantly improved sector services through innovation and technology implementation. Further research is recommended to implement necessary improvements effectively with an applied design approach.

Instituciones: Universidad Privada del Norte