Digitalización bancaria: alternativa para optimizar los procesos operativos de una institución financiera

Digitization has gained a global presence in organizations across various sectors, becoming a necessity in the banking industry to meet Sustainable Development Goals (SDGs) 8: Decent Work and Economic Growth and 9: Industry, Innovation, and Infrastructure. This research evaluates the impact of banking digitization on the operational costs of a financial institution in Trujillo, Peru, through a descriptive-comparative study. First, the perception of banking digitization activities was assessed in a sample of 120 customers using a Likert-scale questionnaire, revealing that 90% of customers almost always use digital services. Second, operational costs from 2018 to 2022 were evaluated, showing a significant downward trend for each year (p-value=0.001). Finally, there was a 12% increase in revenues between 2018 and 2022 (p-value<0.000). It was concluded that banking digitization in the financial institution was encouraging and significant. Customers expressed a positive perception of adopting digital solutions, emphasizing the convenience and efficiency they provide when conducting transactions through technological devices. This underscores the importance of banking digitization in enhancing the customer experience and optimizing operational processes, thereby increasing revenue and reducing operational costs.