Uso de las billeteras digitales y la satisfacción de los usuarios de entidades bancarias
Palabras clave:
Billeteras digitales, satisfacción, entidades bancarias, experiencia del usuario, aceptación tecnológica
Resumen
El uso de billeteras digitales ha incrementado significativamente en los últimos años, consolidándose como una alternativa eficiente para la realización de pagos en contextos personales y empresariales. La satisfacción de los usuarios se ha identificado como un factor determinante en la adopción sostenida de estas herramientas. El presente estudio tuvo como objetivo analizar la relación entre el uso de las billeteras digitales Yape y Plin y la satisfacción de los usuarios de entidades bancarias en Arequipa, Perú. La investigación se desarrolló bajo un enfoque cuantitativo, de tipo explicativo y diseño transversal. Se aplicó un cuestionario estructurado a una muestra de 1.715 usuarios de servicios financieros con el propósito de evaluar la interdependencia entre las variables. Los resultados demostraron una relación causal significativa entre el uso de billeteras digitales y el nivel de satisfacción de los usuarios, encontrándose asociaciones relevantes con los factores frecuencia de uso, facilidad en la interacción con la plataforma y fiabilidad del sistema. Los indicadores del modelo estructural reflejaron un ajuste adecuado, respaldando empíricamente la propuesta teórica. Se concluye que la percepción positiva en términos de accesibilidad, confianza y uso frecuente influye de manera significativa en la satisfacción del usuario, lo que refuerza la importancia de optimizar estos aspectos en la oferta de servicios digitales bancarios.
Citas
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Heitmann, S., Buri, S., Davico, G., & Reitzug, F. (2018). Operationalizing Ethnographic Research to Grow Trust in Digital Financial Services. Ethnographic Praxis in Industry Conference Proceedings, 2018(1), 537–565. https://doi.org/10.1111/1559-8918.2018.01221
Julião, J., Ayllon, T., & Gaspar, M. (2023). Financial Inclusion Through Digital Banking: The case of Peru. Innovations in Industrial Engineering II, 294–304. https://doi.org/10.1007/978-3-031-09360-9_24
Jünger, M., & Mietzner, M. (2020). Banking goes digital: The adoption of FinTech services by German households. Finance Research Letters, 34, 101260. https://doi.org/10.1016/j.frl.2019.08.008
Kantika, K., Kurniasari, F., & Mulyono, M. (2022). The Factors Affecting Digital Bank Services Adoption Using Trust as Mediating Variable. Journal of Business and Management Review, 3(10), 690–704. https://doi.org/10.47153/jbmr310.4882022
Khasawneh, M. H. Al, Hujran, O., & Abdrabbo, T. (2018). A quantitative examination of the factors that influence users’ perceptions of trust towards using mobile banking services. International Journal of Internet Marketing and Advertising, 12(2), 181. https://doi.org/10.1504/IJIMA.2018.090957
Kumar Reddy Bacham, M., Riyasatullah Baig, S., Surya Avinash Reddy, KS, Saleem, D. y Mythrayee, D. (2024). Identificación de burbujas financieras emergentes mediante aprendizaje automático. Edu-Tech Enterprise, 2, 20. https://doi.org/10.71459/edutech202420
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Liébana-Cabanillas, F., Muñoz-Leiva, F., Sánchez-Fernández, J., & Viedma-del Jesús, M. I. (2016). The moderating effect of user experience on satisfaction with electronic banking: empirical evidence from the Spanish case. Information Systems and E-Business Management, 14(1), 141–165. https://doi.org/10.1007/s10257-015-0277-4
Lin, X., Suanpong, K., Ruangkanjanases, A., Lim, Y.-T., & Chen, S.-C. (2022). Improving the Sustainable Usage Intention of Mobile Payments: Extended Unified Theory of Acceptance and Use of Technology Model Combined With the Information System Success Model and Initial Trust Model. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.634911
Machaca, Y. L., Tinta, R. I., Toni, V. N., y Aguilar, H. E. (2024). Yape, calidad y satisfacción según el servicio. Economía & Negocios, 6(1), 137–151. https://doi.org/10.33326/27086062.2024.1.1796
Marakarkandy, B., Yajnik, N., & Dasgupta, C. (2017). Enabling internet banking adoption. Journal of Enterprise Information Management, 30(2), 263–294. https://doi.org/10.1108/JEIM-10-2015-0094
Mbama, C. I., & Ezepue, P. O. (2018). Digital banking, customer experience and bank financial performance. International Journal of Bank Marketing, 36(2), 230–255. https://doi.org/10.1108/IJBM-11-2016-0181
Melo, G., y Jiménez, E. E. (2023). Billeteras electrónicas: una herramienta para el emprendimiento en la era digital. Interconectando Saberes, 15, 9–21. https://doi.org/10.25009/is.v0i15.2776
Mohammed, A. A., Rahma, A. M. S., & Abdul, H. B. (2024). Transformative innovations in digital currency and E-wallet systems: A comprehensive exploration of security, scalability, and adoption. AIP Conf. Proceedings, 080002. https://doi.org/10.1063/5.0234176
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Publicado
2025-07-28
Cómo citar
Romero-Carazas, R., Jiménez-Huamán, J. C., Montaño-Revilla, F. M., & Moreira-Choez, J. S. (2025). Uso de las billeteras digitales y la satisfacción de los usuarios de entidades bancarias. Revista Venezolana De Gerencia, 30(13), 440-546. https://doi.org/10.52080/rvgluz.30.especial13.29
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