Internet banking

Analysis of the quality of the self-service from the optics of the clients of financial institutions

Abstract

In today's world, people are increasingly seeking alternatives and solutions to facilitate day-to-day activities. And faced with this new reality, financial institutions have been modernizing and incorporating new ways of providing users with banking services and offered to customers, such as internet banking. Among the main transactions available are the possibilities of making payments, transfers, consulting extracts, scheduling savings, investments, among others. In this way, the objective of this work is to identify the quality perception of the clients that use the internet banking self-service. To do this, it aimed to identify the profile of the users, the main transactions that are used and identify the perceived quality regarding the use of self-service. The methodology used was quantitative, descriptive and simple random probabilistic. The collection tool was crafted in Google Forms, made available on social networks (Facebook and WhatsApp). 286 questionnaires were answered. The results pointed out that some transactions are used more frequently as balance / extract, transfer and payment queries, while some transactions are almost not used, such as loans, financing and capitalization bonds. And as for the perception of quality the facility to access the site, the simplicity of use and ease of navigating the site were the criteria that obtained the highest score in the average ranking, while others received points that suggest an imperceptible quality by users as the possibility of performing simulations price comparison, make comparisons between products and services, and support users.