Análisis de la aceptación de los productos financieros en el canal Online de la Cooperativa de Ahorro y Crédito Policía Nacional, a través de la app CPN móvil, en las operaciones registradas para la oficina matriz período 2024

Abstract

Abstract: This research examines the acceptability of financial goods supplied through the Cooperativa de Ahorro y Crédito Policía Nacional's online channel, notably the CPN Movil app, among major branch members in 2024. Using the Technology Acceptance Model (TAM) and a verified sample of 276 respondents, the study examined views of ease of use, perceived utility, user attitude, intention to use, and trust in the digital channel. The findings show a high level of acceptance, owing mostly to the app's operational simplicity and the functional value it provides to members, while perceived trust and security reinforce continuous usage and recommendation. Opportunities for improvement were found in navigation clarity and the limited online adoption of more complicated financial items. Factorial and reliability analyses supported the instrument's high internal consistency and validated TAM's significance in understanding users' digital behavior in this setting. Overall, the findings give strategic insights for improving the user experience and institutional strengthening of the cooperative's online channel.