Publication: Digitalización del proceso de créditos y satisfacción del cliente en el área de negocios de Mibanco - Huamachuco, 2023
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Date
2024
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Publisher
Universidad Nacional de Trujillo
Abstract
El presente informe de suficiencia profesional tuvo como objetivo general, proponer una estrategia de solución frente al limitado uso de canales digitales por los clientes en el proceso de créditos para mejorar su satisfacción en el área de Negocios de Mibanco - Huamachuco, 2023. Asimismo, se identificó el nivel de digitalización de los clientes de Mibanco y nivel de satisfacción de los mismos, encontrando que los clientes, a pesar de los canales digitales que se les ofrece, siguen optando por los tradicionales, lo que les genera insatisfacción por las demoras en los procesos de atención de otorgamiento de créditos. Frente a ello, se han elaborado posibles alternativas de solución analizando las ventajas y desventajas; seleccionado la más adecuada que involucre incentivar a los clientes a utilizar los canales digitales mostrándoles la seguridad y beneficios. Respecto a la formación académica recibida durante los cinco años de estudio, se concluye que fue buena, pero tuvo sus altibajos, es decir hubo satisfacción por la enseñanza de uno cursos y por otra insatisfacción; sin embargo, lo enseñado se pudo aplicar en el mercado laboral el cual es muy competitivo, y se reforzó por conocimientos adquiridos por la experiencia. Con el fin de mejorar la formación de carrera de Administración, es fundamental que los docentes manejan metodologías de enseñanza que les permitan llegar al alumno, se debe evaluar sobre los cursos que se dictan, sobre la importancia de agregar más o eliminar otros, que pueden generar ventajas o desventajas en los alumnos; se debe seguir implementando talleres de socialización y realización personal; también se debe reforzar alianzas con empresas locales que los alumnos hagan sus prácticas y vayan adquiriendo más habilidades y capacidades, y puedan enfrentar a la competencia en el mercado laboral.
ABSTRACT The general objective of this professional sufficiency report was to propose a solution strategy against the limited use of digital channels by clients in the credit process to improve their satisfaction in the Business area of Mibanco - Huamachuco, 2023. Likewise, the identified the level of digitalization of Mibanco's clients and their level of satisfaction, finding that clients, despite the digital channels offered to them, continue to opt for traditional ones, which generates dissatisfaction due to delays in the credit granting attention processes. Faced with this, possible alternative solutions have been developed by analyzing the advantages and disadvantages; selected the most appropriate one that involves encouraging customers to use digital channels by showing them the security and benefits. Regarding the academic training received during the five years of study, it is concluded that it was good, but it had its ups and downs, that is, there was satisfaction with the teaching of one course and dissatisfaction with another; However, what was taught could be applied in the labor market, which is very competitive, and was reinforced by knowledge acquired through experience. In order to improve Administration career training, it is essential that teachers manage teaching methodologies that allow them to reach the student; they must evaluate the courses that are taught, the importance of adding more or eliminating others, which may generate advantages or disadvantages in students; socialization and personal fulfillment workshops must continue to be implemented; Alliances with local companies must also be strengthened so that students can do their internships and acquire more skills and abilities, and can face competition in the labor market.
ABSTRACT The general objective of this professional sufficiency report was to propose a solution strategy against the limited use of digital channels by clients in the credit process to improve their satisfaction in the Business area of Mibanco - Huamachuco, 2023. Likewise, the identified the level of digitalization of Mibanco's clients and their level of satisfaction, finding that clients, despite the digital channels offered to them, continue to opt for traditional ones, which generates dissatisfaction due to delays in the credit granting attention processes. Faced with this, possible alternative solutions have been developed by analyzing the advantages and disadvantages; selected the most appropriate one that involves encouraging customers to use digital channels by showing them the security and benefits. Regarding the academic training received during the five years of study, it is concluded that it was good, but it had its ups and downs, that is, there was satisfaction with the teaching of one course and dissatisfaction with another; However, what was taught could be applied in the labor market, which is very competitive, and was reinforced by knowledge acquired through experience. In order to improve Administration career training, it is essential that teachers manage teaching methodologies that allow them to reach the student; they must evaluate the courses that are taught, the importance of adding more or eliminating others, which may generate advantages or disadvantages in students; socialization and personal fulfillment workshops must continue to be implemented; Alliances with local companies must also be strengthened so that students can do their internships and acquire more skills and abilities, and can face competition in the labor market.
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Keywords
Digitalización, Banca Digital, Créditos, Satisfacción del cliente, Desempeño laboral