La resiliencia de los clientes del sistema financiero y su relación con la transformación digital en tiempos de pandemia en el Cantón Catamayo

Abstract

Abstract: COVID-19 has had a great impact on the financial sector, which has led to the use of new measures to provide customer service, and technology has been one of the tools implemented to mitigate this problem. In this sense, the main objective of this research is to analyze the financial resilience of the Catamayo community in the face of digital transformation in times of pandemic. The research approach is mixed, quantitative-qualitative and its scope is descriptive-analytical with primary information source; for the study a survey was conducted, considering a population of 22,681 and a sample of 403 users of the financial system. The most representative results show that 85.12% of users of the formal financial system accepted the new methodologies implemented by the financial system, moving from the traditional to the digital; 14.9% found it difficult to accept due to lack of knowledge, difficulty and mistrust generated by events that had occurred in the past. 90% of the population is satisfied with the digital methodologies that have been implemented in the financial system.