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Abstract
Technological advancement has transformed the operations of the financial sector and the way members access services. In this context, savings and credit cooperatives have implemented technological solutions, such as digital platforms, to optimize their management and offer a better experience to their users. The purpose of this research was to analyze the effect of mobile app use on operational efficiency and member satisfaction, using the Jardín Azuayo Cooperative as a case study. A mixed-method approach with a cross-sectional design was applied, including structured surveys with eighty-four members and interviews with six collaborators, complemented by documentary analysis. The results show high technological acceptance, with 88% of members perceiving the app as useful and easy to use, and more than 90% declaring themselves satisfied with the service. Furthermore, the Pearson correlation coefficient showed positive relationships between perceived usefulness, service quality, and member satisfaction, confirming that the use of the JAMóvil app increases operational efficiency by reducing the level of over-the-counter transactions, among other factors. It is concluded that digital transformation strengthens trust, loyalty, and institutional competitiveness in the cooperative sector.
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