Propuesta de digitalización en las captaciones de recursos a plazo fijo en la Cooperativa de Ahorro y Crédito Tulcán Ltda.

Abstract

Abstract: This thesis project aims to develop a proposal for digitizing the term deposit process at Cooperativa de Ahorro y Crédito Tulcán Ltda. The objective is to optimize operational efficiency, improve the member experience, and strengthen institutional competitiveness, while addressing the challenges of digital transformation within the popular and solidarity financial sector. The study employed a mixed-methods approach descriptive and proposal-oriented based on a literature review, an analysis of the current legal framework, and surveys administered to a sample of members and clients to assess their needs, expectations, and acceptance regarding the use of digital channels. The results indicated that 76.67% of respondents would be willing to invest via digital platforms. Based on the diagnostic findings, a proposal was developed to digitize the process of opening, renewing, and managing term deposits through the "TulcánApp" and the online banking platform. This proposal incorporates authentication mechanisms, information security, process automation, and performance indicator monitoring. Furthermore, an assessment of the project's technical, operational, financial, and sustainability feasibility concluded that implementation would help reduce operating costs, optimize service times, increase deposits, and generate social, environmental, and economic benefits for the institution and its members.