Análisis del impacto del covid-19 en el área de servicio al cliente en la casa matriz del Banco del Pacífico desde la perspectiva del usuario al acceso a la banca virtual. Año 2021

Abstract

Abstract: This thesis examines the impact of COVID-19 in the area of ​​customer service in the house matrix of Banco del Pacífico, focusing on the perspective of users and their access to virtual banking during the year 2021. The main objective of this research is to analyze said impact and understand the challenges and opportunities arising as a result of the pandemic until the present. A comprehensive review of the literature related to the impact was carried out of COVID-19 in the banking sector and the strategies used by organizations to adapt to the crisis. The methodological approach used was descriptive in nature, with a mixed approach, allowing thus obtain a complete view of the situation. The study seeks to identify the technical challenges and personalized interaction that users faced when using virtual banking during the pandemic. Furthermore, it is intended to determine the strategies implemented to obtain concrete recommendations that strengthen customer service and improve satisfaction of users in the field of virtual banking.