Desafíos a los que se enfrentan las entidades bancarias desde la perspectiva del enfoque al cliente

This monograph is center in the investigation of business and management, it is carried out within the research area of the customer orientation in the services sector. The objective is to determine the state of the literature on the challenges posed by the constant transformation of today's markets in the framework of the fourth industrial revolution, because of new technologies, changes in customer expectations and new business models within the banking sector. This research has a qualitative methodology and documentary approach, based on the review of literature published in the last 10 years. Initially a review of the evolution and development of the concept of the fourth industrial revolution, as well as the role of customers in it, is made. Subsequently, the main challenges facing banking are summarized, involving the effects and actions to address them. Afterward, the study is limited to banking services and the influence of technological trends on them. Finally, four cases of national and international banks are considered, which implemented technological innovations in response to the needs and expectations of their customers.

• Fecha de publicación: 2020
• Institución: Universidad de América
• Repositorio: Lumieres
• Idioma: spa
• OAI Identifier: oai:repository.uamerica.edu.co:20.500.11839/7871
• Acceso en línea: https://hdl.handle.net/20.500.11839/7871
• Palabra clave: Calidad servicio; Sector bancario; Service quality; Banking sector; Tesis y disertaciones académicas
• License: Atribución – No comercial – Sin Derivar