Gestión operativa financiera y su incidencia en las aplicaciones de canales electrónicos en el área de servicio al cliente de banco pichincha, cantón Mocache, año 2023.

In financial institutions, the customer service area is essential because it is the point of direct contact with customers and plays an important role in user satisfaction and loyalty. On the other hand, entities seek to innovate and implement channels every day. electronic channels with the purpose of building a good reputation for the bank, attracting new customers and maintaining the trust of existing ones, this research work aims to evaluate financial operational management and its impact on the applications of electronic channels in the area of customer service of Banco Pichincha canton Mocache, year 2023. The methodology that was implemented in the research was qualitative and quantitative, because it allowed the evaluation of the data and information obtained through the interview with the agency manager, customer surveys and relevant documentation. relying on inductive and deductive methods for their analysis, with the purpose of knowing the level of knowledge and degree of satisfaction of users about electronic channels (web banking, mobile banking and one app) through their devices. mobile phones and the financial operational management carried out by the customer service area. The results showed a clear trend towards digitalization in the interaction with financial products and services, with significant growth in the adoption of electronic channels by clients, especially young people, and recommendations were also made to help mitigate the presented problem.

• 1. Verfasser: Quiroz Vera, Génesis Yanileysi (author)
• Format: masterThesis
• Sprache: spa
• Veröffentlicht: 2024
• Schlagworte: Gestión operativa financiera; Área de servicio al cliente; Aplicaciones móviles; Productos y servicios financieros
• Online Zugang: https://repositorio.uteq.edu.ec/handle/43000/7772