Adoption of E-Gov as an Alternative to Improve Customer Experience in a Public Bank, Piura 2025: Implications for Digital Literacy and Continuing Education

Abstract

E-government is an undeniable reality that all nations of the world must live with, and it is becoming an indicator of efficiency and satisfaction for the population. In view of this, we sought to determine whether the adoption of E-Gov could function as an alternative to improve the customer experience at a public bank in Piura in 2025, considering its implications for digital literacy and continuing education. With regard to the methodology and taking into account the characteristics of the study, a quantitative approach was used to assess the perceptions of the participants; the proposed design was non-experimental and resulted in a descriptive-correlational study, in which a total of 324 banking service users participated, classified according to their generation. Finally, the findings reveal critical implications for digital training and education, as the overall analysis confirmed a significant positive correlation between Digital Government and customer experience (r=0.423, p<0.05), validating that the adoption of E-Gov works as an alternative to improve the banking experience. Generation Z exhibited greater polarisation in their perceptions. It is concluded that E-Gov requires structural improvements in security, connectivity, and training to optimise the digital banking experience.

Received: 04 July 2025 / Accepted: 22 October 2025 / Published: 05 November 2025