Qualidade do e-service em bancos privados

Abstract

Financial institutions invest in technology in search of maintaining competitive advantages. They seek to facilitate the day-to-day financial transactions of their clients through internet banking, whose channel concentrates the largest financial transactional volume, being the object of research of this technological article, which seeks to identify what compromises customer satisfaction in this use. Through na electronic survey, the instrument was applied reaching a total of 67 valid answers. It was found that the ease of use and the complementary relationship of internet banking are directly linked to the satisfaction generated by it and that in this complementary relationship if the client cannot carry out all his business through internet banking, the customer Will be dissatisfied. This study contributes to the private institutions through suggestions of improvement in the creation of programmed updates, informed in advance to the clients and of na informative where the client can be informed about its limits by transaction and maximum transactional timetables in order to minimize the dissatisfaction of the clients that are presented in the agencies, when attended to.