Lidia Viera Zegarra, Heyner Márquez Yauri, Sandra Lizzette León Luyo, Nelly Victoria De La Cruz Ruiz

DOI: 10.59427/rcli/2023/v23cs.1184-1201

The covid-19 pandemic has given us the challenge of how to survive being in sanitary isolation, being at home without going out, and having to make financial arrangements through the Internet. Digital channels are part of this solution. Faced with this situation, the present study had the objective of explaining the characteristics and differences of the investigations carried out regarding the use of digital channels in banking entities of the private public sector; in a period of the last five years; Thirty articles were analyzed, which for a better understanding were grouped into topics related to the digitization process (13), channels and digital inclusion (7), Fintech systems (6), and digital risks and digital currencies (4). These articles were systematically reviewed, they were obtained from Scopus, Scielo, ProQuest, Dialnet, Redalyc, Google Scholar and Web of Science databases belonging to the period 2017 – 2021. In the general analysis, the problem of the use of digital channels is Worldwide, some developed countries were already using it and those in development are adapting. In Latin America, Brazil leads, followed by Mexico, Chile: Peru ranks ninth. However, there is still little legal regulation to protect the rights of users.

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