Tecnología financiera al servicio del cliente: percepción sobre herramientas digitales bancarias en Lima

Abstract

The scientific study aims to establish the perception of banking customers in a district of Lima, Peru, regarding the effect of digital tools on the quality of service and customer care in the banking sector. It is based on a positivist approach, adopting a quantitative paradigm through a descriptive, non-experimental, and cross-sectional field method. The research employs a probabilistic random sampling method to select a representative sample of 350 banking customers in Lima, Peru. Data collection is conducted through surveys using a 21-question questionnaire. Before its implementation, the questionnaire underwent a pilot test and was evaluated by a panel of five experts. The reliability of the questionnaire was verified using Cronbach's alpha coefficient, obtaining an index of 0.87. The data were analyzed using SPSS v.27 statistical software and presented in the form of tables and graphs. The results revealed a positive perception among banking customers about the impact of digital tools applied in the banking sector on the quality of service and customer care. Additionally, the study highlights the importance of understanding individual user expectations and ensuring a regulatory framework that fosters customer trust. The research concludes by emphasizing the positive perception of banking customers regarding the impact of financial technology on the quality of service and customer care in the banking sector.