El presente trabajo de investigación tiene como objetivo determinar el nivel de influencia de las estrategias de transformación digital utilizadas por los principales bancos de Lima en el 2019, en el nivel de satisfacción del cliente, con el fin de contribuir con herramientas que logren que los bancos incrementen su nivel de satisfacción, y no pierdan su nivel de posicionamiento en el mercado. El diseño de la investigación es no experimental, siendo su alcance de tipo explicativo y de base trasversal. Para recabar la información para el análisis, se aplicó una encuesta cuantitativa con 52 ítems de tipo Likert (5 niveles), a una muestra de 384 clientes de los bancos más representativos de Lima a nivel de participación de mercado: BCP, BBVA, Interbank y Scotiabank; calculándose el número de personas a encuestar por banco por medio de una técnica de muestreo probabilístico estratificado. Para determinar la fiabilidad del instrumento, se utilizó el Coeficiente del Alfa de Cronbach, donde se obtuvo un valor de 0.95 para transformación digital y de 0.96 para satisfacción del cliente, indicando que el instrumento es altamente confiable, al tener valores muy cercanos a 1. Finalmente, se calculó la correlación entre ambas variables, donde se obtuvo un valor alto de 0.680, aprobándose la hipótesis planteada, y aceptando una influencia significativa de la transformación digital en la satisfacción del cliente de un 46%, siendo esta proporción calculada por medio de un análisis de regresión lineal. / The purpose of the following study is to determine the influence level of the digital transformation strategies used by the principal banks in Lima in 2019, on the customer satisfaction level. This seeks to provide tools to get the banks to increase their satisfaction indicator, and to mantain their current market share status. The investigation’s design is non-experimental, with an explicative range and transversal base. To collect information for the analysis, a survey of 52 Likert-based items was taken to a sample of 384 clients of the principal banks in Lima, considering the level of market share: BCP, BBVA, Interbank and Scotiabank. As for the number of people to survey for each bank, a stratified probability sampling technique was used. To establish the reliability of the instrument, the Cronbach’s Alpha Coefficient was used, which gave a value of 0.95 for digital transformation and of 0.96 for customer satisfaction. Both values indicated that the instrument was highly reliable, since the values are very close to 1. Finally, the correlation between the 2 variables was estimated, obtaining a high value of 0.680, which lead to the approval of the hypothesis set, and to the acceptance of the significant influence of digital transformation on the customer satisfaction on a 46%, percentage that was calculated by a linear regression analysis. / Tesis

På grund av digitala teknologins framväxt står organisationer inför utmaningar där de behövergenomgå digitala transformationer för att möta omgivningens nya krav och behov. För attlyckas i den digitala transformationen behöver organisationer arbeta aktivt med att styraorganisationens digitala resurser och se till att IT och verksamhet samverkar. Rollen somförvaltningsledare återfinns inom ramverket pm³, vilket är en förvaltningsstyrningsmodell somappliceras för att på ett strukturerat sätt kunna prioritera mellan förvaltningens uppdrag, skapaen samverkan mellan IT och verksamhet samt ge en helhetsbild över de digitala resurser somfinns inom organisationen. Syftet med studien är att undersöka och skapa förståelse för rollensom förvaltningsledare i praktiken i en kontext som karaktäriseras av förändring, digitaltransformation samt IT-styrning. Vilket görs genom att studera förvaltningsledarrollen i enmyndighet i Sverige vilken genomgår en digital transformation. Den empiri som studiengrundar sig i är interna dokument, observationer och intervjuer för att ge en rättvis bild av denkontext som studerats. Studiens resultat visar att förvaltningsledarna har en central roll inomden digitala transformationen eftersom de både leder och driver den framåt. De förutsättningarsom har visat sig nödvändiga för att förvaltningsledare ska vara framgångsrika i sin roll ärbland annat: att de har förtroende och stöd; att de har en gemensam vision; att de har deninformation som behövs för att kunna utföra sitt arbete; att samarbetet inom förvaltningen samtäven mellan förvaltningen och övriga delar av organisationen fungerar; att de har förståelse förderas roll som ledande i den digitala transformationen; att de har en organisationsstruktur ochorganisationskultur som främjar arbetet med förvaltning och den digitala transformationen.

The complexity that digital transformation brings to the business environment requires new knowledge and expertise in different domains. To avoid the extensive costs of acquiring and managing this knowledge internally, organizations frequently collaborate with external consultancies. In this exploratory case study, we investigate what role the consultancy agencies take within client organizations' transformation journey and how this role is affected by the dynamic nature of digital transformation. The study reveals that the notion of digital transformation in the business environment is fuzzy and challenging not only to the client organization but to the consultancy agency itself which leads to the necessity to narrow down the notion of digital transformation and form a new role.

In this thesis, the reader will follow a design research project, which was initiated based on a situation of not getting the expected quality of service from the staff, when visiting a traditional restaurant. The aim of the study was to solve the experienced problematic situation by constructing an information system, but also to contribute to the greater body of knowledge regarding artefact design, service quality and customer experience. The thesis also emphasizes that digital tools can be designed for businesses which are typically not tech-heavy and that novel IT solutions do not necessarily have to be very “high-tech”.The thesis included the theoretical perspectives of service quality dimensions, the service quality gap model, expectation-confirmation, and the conceptualization of an information system artefact. This design perspective of the system was combined with theories describing the gap between what customers expect in terms of service quality during a visit, and how the customers perceive that service quality during the visit.As methodology, action design research was applied as guidance how to practically conduct the design process of a digital artefact. It suggested division of the project into four stages: first, problem formulation where the problem area is defined and described. Second, building, intervention and evaluation stage, where the artefact was created together with the participating restaurants. Third, reflection and learning of the outcome, and last, formulation of learning, to explicate the generalizable knowledge of the thesis.The research study concluded that a digital artefact, by applying the action design research approach, could be designed and constructed to ultimately raise the customers’ perceived service quality. The main findings were that the designed artefact could be accepted and utilized differently between various instances of traditional restaurants. Further, the results indicated that service staff members had different attitudes towards the artefact, depending on their professional experience. It was also concluded that the re-allocation of spent time and not having to look for staff when in need of service, were the two most important factors for the customer. While utilizing the system, the time previously spent looking for staff, when in need of service, could instead be spent enjoying the meal and the expected experience. At the same time, the customer did not have to worry about actively looking for a service provider.

La demanda de servicios logísticos en el Perú se encuentra en constante crecimiento, en junio del 2019 existían 753 empresas formales, de las cuales el 99.5% están clasificadas como pymes. Uno de los principales problemas de este tipo de empresas es que el 90% opera en promedio 10 meses y el resto logra sobrepasar dicho tiempo de operación. Asimismo, las metodologías y modelos existentes sobre transformación digital están orientados a organizaciones consolidas y con un grado de desarrollo cultural importante. Además, el tiempo de implementación tarda entre 3 y 4 años, lo cual es poco viable para la realidad de las pymes peruanas. Por ello, la presente investigación plantea diseñar un modelo de transformación digital que impulse a las empresas del sector logístico. Conforme a los estudios realizados, la transformación digital potencia la productividad de las empresas peruanas, ya que el 60% de las pymes que se digitalizan logran facturar el doble de las que no lo hacen. El principal propósito del presente modelo es incrementar la productividad de las organizaciones para poder extender su ciclo de vida, lo cual reducirá la tasa de desempleo en el país y a su vez, contribuirá a reducir la pobreza del mismo, y dicha situación conllevará a un incremento en el PBI. Para el desarrollo del modelo se emplearán herramientas de transformación digital, ya que la mayoría de las empresas están transformando sus modelos de negocio a través de dichas tecnologías, las cuales son factibles de implementar debido a los grandes avances tecnológicos. / The demand for logistics services in Peru is constantly growing, in June 2019 there were 753 formal companies, of which 99.5% are classified as SMEs. One of the main problems of this type of company is that 90% operate an average of 10 months and the rest manage to exceed said operating time. Likewise, the existing methodologies and models on digital transformation are aimed at consolidated organizations with a significant degree of cultural development. In addition, the implementation time takes between 3 and 4 years, which is not very viable for the reality of Peruvian SMEs. For this reason, this research proposes designing a digital transformation model that encourages companies in the logistics sector. According to the studies carried out, digital transformation boosts the productivity of Peruvian companies, since 60% of SMEs that digitize manage to bill twice as much as those that do not. The main purpose of this model is to increase the productivity of organizations in order to extend their life cycle, which will reduce the unemployment rate in the country and, in turn, will contribute to reducing poverty, and this situation will lead to an increase in the PBI. For the development of the model, digital transformation tools will be used, since most companies are transforming their business models through these technologies, which are feasible to implement due to great technological advances. / Tesis

In the wake of a digitally transforming environment, public sector organizations are realizingthe necessity to adopt new ways of managing their operations. The changing expectations anddemands of citizens and stakeholders are triggering such organizations to develop their deliveryof services, as well as digitally transforming their internal processes. As the public sector valuesservice delivery and cost-effectiveness, cloud services have become an attractive option to transition to, due to their flexible and economical characteristics. This qualitative study examines two Swedish municipalities in their transition to cloud services, studying the reasons behind said transition, and how those affect their adoption. The Technology-Organization-Environment (TOE) framework was utilized to evaluate the factors affecting the two organizations’ transitions and adoptions of cloud services, showcasing a connection between the framework’s elements and the analyzed results. The findings show pressure coming from both external and internal sources, restrictions involving governmental regulations and lack ofavailability, as well as how they manage these challenges, by finding new ways to innovate and preparing their organizations for future transitions.

Despite the phenomenal innovations and huge investments in healthcare, it is evident that some digital transformation innovations in the healthcare context fail to meet their desired outcomes. Whilst some researchers argue that this is partly due to ineffective implementation, others argue otherwise. Essentially, there is an outspoken need to evaluate implementation processes, and one way to do so is through the use of an implementation framework, where one such framework showing great potential is the Consolidated Framework for Implementation Research (CFIR). By using a qualitative case study through the lenses of the CFIR, the study carries out a summative evaluation and examination of a previously conducted implementation process in a region in the north of Sweden, with the purpose of developing a greater understanding of implementation processes in order to improve patient care, as well as experiences and outcomes of digital transformation implementations. The study successfully identifies factors of both success and challenge in relation to implementation processes, where some of the success factors include the involvement of caregivers in the process and competition of private healthcare providers, whilst some of the challenges include deficient involvement of end-users as well as lack of structure. The study unearths some lessons which can be used as a guide for future implementations within the healthcare context, but also other contexts as well.

La transformación digital en el ámbito aduanero ha modernizado los procesos en el comercio internacional. En el Perú, la modernización en la aduana inició hace veinte años. Sin embargo, su evolución no ha sido suficiente para alcanzar la competitividad frente a otros mercados. Al primer trimestre del 2020, los procedimientos aduaneros consistían en la presentación física de documentos que ocasionaba pérdidas de tiempo y sobrecostos en los usuarios. Sin embargo, en la etapa de la pandemia Covid-19 se habilitaron algunas plataformas virtuales de manera acelerada para evitar el contacto físico de personas y dar continuidad a las operaciones de comercio exterior. Pese a que han agilizado algunas implementaciones digitales, el Perú aún tiene una brecha digital con respecto a otros países. En ese contexto, el objetivo de esta investigación es comprender los resultados de la transformación digital de la aduana peruana en el proceso de despacho aduanero de importación de las agencias de aduanas de Lima y Callao durante el periodo julio 2018 a julio 2020. La metodología aplicada para el presente estudio es una investigación cualitativa, de teoría fundamentada de corte transversal y alcance exploratorio, la técnica aplicada fue la de recolección de datos con entrevistas semi estructuradas a los diferentes actores involucrados en el comercio exterior peruano. Como resultado, la transformación digital de la aduana ha tenido un impacto positivo en materia de simplificación, agilización, reducción de uso de papel, ahorro de tiempo y costo. / Digital transformation in the customs field has modernized processes in international trade. In Peru, modernization in customs began twenty years ago. However, its evolution has not been sufficient to achieve competitiveness compared to other markets. In the first quarter of 2020, customs procedures consisted of the physical presentation of documents, which caused time losses and cost overruns for users. However, in the stage of the Covid-19 pandemic, some virtual platforms were enabled in an accelerated manner, to avoid physical contact of people and give continuity to foreign trade operations. Although they have sped up some digital implementations, Peru still has a digital divide with respect to other countries. In this context, the objective of this research is to understand the results of the digital transformation of Peruvian customs in the import customs clearance process of the Lima and Callao customs agencies during the period July 2018 to July 2020. The applied methodology for the present study, it is a qualitative investigation, with a grounded theory of cross-section and exploratory scope, the applied technique was that of data collection with semi-structured interviews with the different actors involved in Peruvian foreign trade. As a result, the digital transformation of customs has had a positive impact in terms of simplification, streamlining, reduction of paper use, saving time and cost. / Tesis

El contexto actual a nivel mundial posiciona la transformación digital como un medio indispensable para el desarrollo de las organizaciones desde diversas perspectivas y más aún donde los negocios globales se anclan de la tecnología para masificar los servicios y productos optimizando procesos que además contribuyan a la flexibilidad y continuidad de los negocios. Con esta investigación demostraremos la prioridad de implementar la plataforma digital en el área de recursos humanos de una financiera local que hemos tomado como fuente de estudio en cuanto a su operatividad y procesos que en su mayoría son realizados de forma manual para brindar atención a los 600 colaboradores a nivel nacional. En tal sentido, se identifica una oportunidad de mejora para gestionar con mayor eficiencia la información de recursos humanos a través de la implementación de una herramienta digital que facilite la autogestión de información y requerimientos por parte de los colaboradores, considerando los procesos que tiene implementado el área de recursos humanos, fuente que hemos utilizado para determinar y priorizar la funcionalidad de la plataforma digital. Producto de la investigación hemos identificado que el 52% de los colaboradores considera que la implementación de una plataforma digital tendrá impacto en la satisfacción laboral, el 21% en la comunicación interna, el 20% en la productividad y el 7% en la fidelización. Como podemos observar los cuatro factores descritos en el párrafo anterior además contribuyen en las acciones de retención que en empresas de este segmento suelen registrar altos niveles de rotación impactando en la productividad comercial, cumplimiento de metas y gestión de las carteras. Finalmente, de los trabajadores encuestados el 98% afirma que mejoraría su percepción respecto al área de recursos humanos si optimiza sus procesos a través de una herramienta digital y considerando que más del 60% muestra predisposición por el uso de la tecnología podemos afirmar que esta investigación es viable analizando el costo de inversión y beneficios múltiples por su implementación. / The current global context positions digital transformation as an indispensable means for the development of organizations from various perspectives and even more so where global businesses are anchored from technology to massify services and products optimizing processes that also contribute to the flexibility and continuity of business. With this research we will demonstrate the priority of implementing the digital platform in the human resources area of a local financial company that we have taken as a source of study regarding its operability and processes that are mostly carried out manually to provide attention to the 600 employees at the national level. In this sense, an opportunity for improvement is identified to more efficiently manage human resources information through the implementation of a digital tool that facilitates the self-management of information and requirements by employees, considering the processes implemented in the human resources area, a source that we have used to determine and prioritize the functionality of the digital platform. As a product of research we have identified that 52% of employees believe that the implementation of a digital platform will have an impact on job satisfaction, 21% on internal communication, 20% on productivity and 7% on loyalty. As we can see the four factors described in the previous paragraph also contribute to the retention actions that in companies in this segment often record high levels of turnover impacting commercial productivity, goal fulfillment and portfolio management. Finally, of the workers surveyed 98% say that it would improve their perception of the human resources area if they optimize their processes through a digital tool and considering that more than 60% shows predisposition for the use of technology we can say that this research is feasible analyzing the cost of investment and multiple benefits for its implementation. / Tesis

Digital transformation typically means both game-changing opportunities and risks (Nadkarni and Prügl 2021), forcing entrepreneurs to develop essential competencies to remain competitive in a changing environment (Murawski and Bick 2017). Very few existing academic studies have evaluated and developed competency-based frameworks designed for entrepreneurs (Hayton and Kelley 2006; Mitchelmore and Rowley 2010), or examined entrepreneurial opportunities and implications caused by digital transformation (Berman 2012; Sebastian et al. 2017). Aside from these examples, the domain of entrepreneurship is still relatively under-explored in this context, and so it can be concluded that the topics “competencies required for the digital age” and “entrepreneurs” are yet to be integrated to any great extent by the academic community, even though gaining an in-depth understanding would be benefcial for diferent stakeholders (e.g., entrepreneurs and business schools). To address this gap, we formulate the following research question (RQ): RQ: What are the required competencies an entrepreneur needs to master, in order to face the new challenges of digital transformation successfully? Based on insights taken from a literature review, which we used to prepare interview guidelines, semi-structured interviews were conducted in 2020 with six experts in the feld, who we selected through a convenience sampling approach. Our explorative study demonstrates that the development of basic technical skills and agility is an essential entrepreneurial requirement. Our results furthermore indicate that along with technological and soft competencies, social and emotional skills are crucial for entrepreneurs in the digital age. ... [Aus: Introduction]