Abstract
The study established the relationship between digital transformation and customer satisfaction in a financial institution. It adopted a quantitative approach, a non-experimental cross-sectional design, and a correlational scope. The sample consisted of 299 customers, selected through probability sampling, with the survey used as the data collection technique. The results showed a positive and significant relationship, although of low intensity (Rho = 0.265; p < 0.01). It is concluded that digitalization is positively associated with customer satisfaction, but its effect is conditioned by organizational, strategic, and operational factors
References
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[3] V. Kumar, B. Ramachandran, y B. Kumar, "Influence of new-age technologies on operational efficiency of banks," Journal of Banking and Finance, vol. 45, no. 2, pp. 112-128, 2022.
[4] N. T. Hung, "Digital transformation and the bank lending channel," China Finance Review International, vol. 15, no. 4, pp. 312-335, 2025.
[5] M. M. Mariscal, "Impacto de la transformación digital en la medición contable de bancos privados," Revista de Contabilidad y Finanzas, vol. 28, no. 3, pp. 45-62, 2024.
[6] A. M. Flórez Laiseca e I. Vallejo Quintero, "El concepto de competitividad," Palermo Business Review, no. 29, pp. 49-70, 2024.
[7] S. Lee et al., "CTM and QFD analysis: Framework for fintech adoption priority in commercial banks," PLoS ONE, vol. 18, no. 10, pp. 1-22, 2023.
[8] N. Obermayer, T. Csizmadia, y Z. Banász, "Companies on Thin Ice Due to Digital Transformation," Int. and Multidisciplinary Journal of Social Sciences, vol. 11, no. 3, pp. 88-118, 2022.
[9] R. Muñoz, P. Fernandez, y L. Soto, "Digital Transformation and Customer Bank Usage in a Financial Institution," Revista de Investigación Académica, vol. 12, no. 2, pp. 45-67, 2024.
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[11] M. Api, "Transformación digital y servicio al cliente financiero," Tesis de maestría, UCV, 2022.
[12] H. Pinto, C. Nogueira, y G. Vieira, "Digitalisation landscape in the European Union," European Public & Social Innovation Review, vol. 8, no. 1, pp. 20-38, 2023.
[13] X. Wang, Y. Zhang, y J. Liu, "Bank digital transformation, bank competitiveness and systemic risk," Frontiers in Physics, vol. 11, pp.45-62, 2024.
[14] J. Milla, "Transformación digital con metodologías ágiles," Tesis de maestría, UCV, 2020.
[15] J. Paredes-García, S. Sánchez-Rivas, y J. Martínez-Céspedes, "Arquitecturas digitales y transformación organizacional: Un análisis de impacto," Universidad, Ciencia y Tecnología., vol. 27, no. 118, pp. 24-35, 2023.
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