Impacto de la digitalización en el sector bancario período 2022-2024

Abstract

Digitalization in the banking system has undergone a radical change over the years, transforming both how it operates and how it provides its services to people. Although the evolution of digitalization has led to positive changes, it also presents certain challenges that need to be improved, such as system failures, information theft, customer service through its systems, among others. This is why this article seeks to analyze, using real data from 50 people who use these banking services, how this digital transformation has impacted their lives. For this, surveys were conducted in which we obtained results that will help us demonstrate how the impact of digitalization has changed the use of banking services such as mobile banking and whether they have experienced any inconvenience when using these services. The results we obtained were overwhelmingly positive, indicating that people are satisfied with using the banking services offered by banking institutions. Thanks to digitalization, they can access their financial institutions from anywhere, saving much more time by avoiding the paperwork they previously had to complete to handle any transaction at their financial institution. On the other hand, a smaller percentage of people disagree with this digital transformation because they have experienced problems such as using digital services due to lack of knowledge, data theft, and mistrust. Therefore, although only a few people disagree, financial institutions should take these problems into account and address them to provide a better experience for those who use their financial services.