Digital transformation in banking and its effect on the customer experience

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Published: 2024-01-31
DOI: https://doi.org/10.55813/gaea/rcym/v2/n1/27
Keywords:
digital transformation, customer experience, digital banking, technology gap, digital trust

Main Article Content

Herrera-Sánchez, Maybelline Jaqueline
Universidad Técnica Luis Vargas Torres de Esmeraldas
https://orcid.org/0000-0001-6840-3891
Casanova-Villalba, César Iván
Universidad Técnica Luis Vargas Torres de Esmeraldas
https://orcid.org/0000-0001-6486-1334
Jacome-Vélez, Tito Gimmy
Universidad Técnica Luis Vargas Torres de Esmeraldas, Ecuador, La Concordia
https://orcid.org/0000-0002-7216-5766

Abstract

In the context of the accelerated digitization of the financial sector, this study analyzes how the digital transformation in banking impacts the customer experience, through a systematic review of scientific literature. Using a qualitative methodology, articles indexed in recognized databases were selected and examined, considering criteria of quality, thematic relevance and timeliness. The results show that digitalization has improved the personalization, accessibility and operational efficiency of banking services, which translates into greater customer satisfaction. However, significant challenges are also identified, such as digital divides, resistance to organizational change, and perceived security and data privacy risks. These factors limit the widespread acceptance of digital innovations, especially in vulnerable or less technologically literate populations. The discussion highlights the need to adopt a balanced approach that combines technological innovation with inclusive strategies, transformational leadership and ethical information governance. In conclusion, digital transformation in banking can generate superior and sustainable experiences only if it is integrated with a user-centric vision, digital trust and equity of access.

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Article Details

Issue

Vol. 2 No. 1 (2024): Contemporary Challenges: Science and Society in Dialogue

Section

Artículos
Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Author Biographies

Herrera-Sánchez, Maybelline Jaqueline, Universidad Técnica Luis Vargas Torres de Esmeraldas

The work activity began in 2010 in the accounting and sales area, then began a career in public service in areas of ANT file, administrative IESS, accounting GAD Provincial de Santo Domingo, administrative - financial Cantonal Council for the Protection of Rights, adding an approximate professional experience of 9 years. In 2015 he began his professional activity in the area of higher education teaching part-time at the Instituto Superior Shalom in the city of Quito for a period of two years, in 2018 he began as a part-time teacher at the Instituto Technology and Finance and from 2019 to the present date in the career of Accounting at the Instituto Tecnológico Superior los Andes in the canton of Santo Domingo, and in 2020 to date she has been working as a full time professor at the Faculty of Administrative and Economic Sciences of the Universidad Técnica Luís Vargas Torres de Esmeraldas, Santo Domingo de Los Tsáchilas, totaling approximately 5 years in higher education. Accredited and categorized by SENESCYT as an assistant researcher 1 writer of several scientific articles and academic books that have been translated into the most important languages internationally, member of the Research Group in Applied Economics (GEA) of the University of the Armed Forces ESPE".

Casanova-Villalba, César Iván, Universidad Técnica Luis Vargas Torres de Esmeraldas

Ecuadorian nationality, professional in Accounting, Finance and Business Administration. Master in Business Administration with mention in quality and productivity management (Pontificia Universidad Católica del Ecuador, Quito). Engineer in Finance and Auditing CPA (Universidad Tecnológica Equinoccial). International Diploma in International Financial Reporting Standards (IFRS) (Universidad Metropolitana and the National Union of Accountants Associations of Ecuador). Specialization in Corporate Finance (Universidad Nacional Autónoma de México-UNAM). Accredited and Categorized Researcher by SENESCYT. Leader of the Group of Google Educators of Santo Domingo. Certification by competencies in Administrative Assistance with Office Automation and Training of Trainers. Professional career begins in the accounting area (2008-2009), Statistician at the Ministry of Public Health (2012-2013), in the financial area of the National Transit Agency (2014-2017), in the administrative area at the National Electricity Corporation EP (2017-2018), Hardware Administrator J&J (2019), Supervision and Control at the National Institute of Statistics and Census (2019).  Professional experience in higher education at the Instituto Técnico Superior Shalom in the city of Quito (2015-2018), Instituto Superior Tecnológico los Andes in Santo Domingo (2018-present), in the Faculty of Administrative and Economic Sciences of the Universidad Técnica Luís Vargas Torres de Esmeraldas Sede Santo Domingo de Los Tsáchilas (2020-present).

Jacome-Vélez, Tito Gimmy, Universidad Técnica Luis Vargas Torres de Esmeraldas, Ecuador, La Concordia

Engineer in Business Administration, he has several years of experience in the private business field, he began his teaching work in several public and private institutions, currently holds the position of Director of the Technical University Luis Vargas Torres de Esmeraldas, Santo Domingo - La Concordia.

How to Cite

Herrera-Sánche, M. J., Casanova-Villalba, C. I., & Jacome-Vélez, T. G. (2024). Digital transformation in banking and its effect on the customer experience. Scientific Journal Science and Method, 2(1), 1-13. https://doi.org/10.55813/gaea/rcym/v2/n1/27
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