Study about the evaluation of internet banking and mobile banking users⇔ satisfaction in Brazil

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.