Análisis sobre el uso de las plataformas digitales por los clientes en los procesos bancarios

Abstract

thus evidencing a challenge forthe financial system to link strategies that allow increasing the digital relationship with theusers, a fundamental action to facilitate the management and acquisition of products and services of The bench. The implemented methodology presents a theoretical study with amixed approach, a non-experimental design with a descriptive scope. Primary information is obtained from bank clients through the application of surveys, secondary information is collected through bibliographic research in specialized databases. such as Scopus and Vosviewer, which allow us to know the behavior of the tools technologies inbanking in terms of their level of use worldwide. The main findings They are represented in: first, studies related to the implementation of technologies in thebanking sector are very low or difficult to access, given that it contains reserve information banking, second, the topic in question presents a high level of priority for the construction of positioning strategies in the market, offering differential products and services, facilitating access andtake advantage of the benefits offered by technological development, third, it is determined that the pandemic that the world faced with the presence of Covid-19 was a trigger that accelerated the insertion of technological tools in theprocesses of SMEs, especially the banking sector, as a guarantor of the continuity ofoperation, created an opportunity to generate greater effortsfrom the investigative and academic level to articulate the business sector with theuniversities.