Um estudo a respeito da avaliação da satisfação dos usuários de internet banking e mobile banking no Brasil

André Andrade Longaray; Tiago Machado Castelli; Claudia Rodrigues Maia; Vilmar Gonçalves Tondolo

doi:10.5585/remark.v20i1.14590

Authors

André Andrade Longaray Universidade Federal do Rio Grande – FURG. https://orcid.org/0000-0002-2908-9390
Tiago Machado Castelli Universidade Federal do Rio Grande – FURG. https://orcid.org/0000-0001-7409-8643
Claudia Rodrigues Maia Universidade Federal do Rio Grande – FURG. https://orcid.org/0000-0002-7274-0118
Vilmar Gonçalves Tondolo Universidade Federal de Pelotas – UFPEL https://orcid.org/0000-0002-3116-2585

DOI:

https://doi.org/10.5585/remark.v20i1.14590

Keywords:

Information technology, E-Banking, Internet Banking, Mobile Banking, Evaluation of satisfaction.

Abstract

Objectives: This study aimed to elaborate a scale of evaluation of the IT users' satisfaction in the banking segment regarding Internet Banking and Mobile Banking applications, and also to test its applicability.

Method: The study is characterized as a diagnostic research of a qualitative-quantitative approach, based on the survey methodology. To conduct the study was structured and validated the proposed scale, analyzing the data obtained through the use of univariate, bivariate and multivariate techniques. The data collected with the instrument application resulted in a sample of 672 users.

Originality/ Relevance: The technologies studied have become the main channels of access between banking institutions and their clients. Therefore, evaluating customer satisfaction with these services can bring effective results to both bank branches and their customers who see the use of these technologies as convenient, fast and personalized.

Results: The study identified Satisfaction with Online Banking and Technologies per se (Internet Banking and Mobile Banking) as two factors that evaluate customer satisfaction with the technologies studied. User satisfaction has been greater with the use of Internet Banking than with Mobile Banking, both for its practicality, agility and perceived ease.

Theoretical/ methodological contributions: As contributions of this research, we can mention the construction of a valid scale to evaluate the satisfaction of IT users, more specifically bank customers, as to the use of new technologies developed and implemented by banking institutions.

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Author Biographies

André Andrade Longaray, Universidade Federal do Rio Grande – FURG.

PhD in Production Engineering

Tiago Machado Castelli, Universidade Federal do Rio Grande – FURG.

Master of Business Administration

Claudia Rodrigues Maia, Universidade Federal do Rio Grande – FURG.

Master of Business Administration

Vilmar Gonçalves Tondolo, Universidade Federal de Pelotas – UFPEL

PhD in Business Administration

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