The digital transformation in a credit cooperative
DOI:
https://doi.org/10.21527/2237-6453.2023.59.14192Keywords:
strategy, service operations, digital transformation, banking technology, credit cooperativesAbstract
Digital Transformation is changing the way people carry out their financial transactions. Thus, this research sought to verify the digital transformation process of a credit union, aiming to improve the quality of services provided and customer satisfaction. Therefore, qualitative exploratory research was carried out, operationalized through the technique of in-depth individual interviews, with a semi-structured approach, through the application of Basic Questions Scripts where four people linked to the Cooperative under study, three managers of the Administrative Center were interviewed, CAS, and four other members of the Cooperative. The results of this research present to the academic world, the Cooperative’s digital transformation process, besides presenting proposed directions for the continuity of this process in the investigated context. Considering the managerial perspective, it offers information and guidance on the digital transformation process in credit unions, helping in decision-making and implementation of the process.
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