Maestría en Gerencia de la Calidad e Innovación

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    Mejora continua de los medios de pagos digitales en la Cooperativa Chibuleo Ltda
    (2025-04-30) Machado Yánez Rodin Renán; Jiménez Castro Wilson Fernando
    The convergence of technology and digital platforms has impacted the financial sector, requiring financial institutions to improve their payment methods and maintain a competitive advantage while ensuring customer security. Therefore, the general objective of this research is to explain the continuous improvement in the digital payment methods of the Chibuleo Savings and Credit Cooperative Ltda., a financial institution that contributes to the financial inclusion of its members and society in general. The methodology was characterized by a descriptive-correlational, non-experimental research, with a mixed approach, using a survey directed to 383 members and clients of the institution and an interview with 10 people who work in the area of electronic channels and payment methods. As a result, it was found that there were several areas that needed improvement, such as better integration of new technologies, better security measures in digital transactions and the need for training for both users and staff. Furthermore, the importance of designing a successful communication plan was recognized as a means of encouraging cooperative members to adopt digital means, as they still rely on traditional payment methods. For this reason, a continuous improvement plan was developed, which was based on the findings and focused on three key pillars: technological updating, training and security. The strategy covers the establishment of new digital payment systems, the reinforcement of the current technological infrastructure and the implementation of a continuous training program for employees and partners. As conclusions, it is noted that the continuous improvement in the digital payment methods of the Chibuleo Savings and Credit Cooperative Ltda. focuses on constantly optimizing the experience of its users, responding to their changing needs and the technological demands of the market. This process involves regularly evaluating and updating the security, speed and ease of use of the payment platforms, in addition to improving communication and customer support to ensure a reliable and satisfactory experience.