Transformación digital en servicios financieros: Análisis del uso de billeteras digitales y su impacto en la experiencia del usuario en estudiantes de posgrado de la Universidad Técnica Particular de Loja

Abstract

Abstract: This degree project analyzes how the use of digital wallets affects the experience of postgraduate students at Universidad Técnica Particular de Loja, within the digital transformation of higher education institutions. Based on the findings, a Smart University Wallet with a 360° academic and financial approach was designed to facilitate the adoption of digital payments and strengthen user trust. The study followed a qualitative approach with a descriptive scope and an applied orientation; it combined a documentary and regulatory review, a PESTEL analysis, an internal analysis, and a benchmarking of Revolut. On this basis, a business model, a low-fidelity prototype, and semi-structured interviews for its validation were developed. The findings show that acceptance of the wallet depends not only on technology but also on security, ease of use, integration with university services, process clarity, and support when difficulties arise. Therefore, the study proposes starting with a modular pilot assessed through specific indicators and gradually incorporating new functionalities and authorized financial providers.