Internet Banking: análise dos condicionantes da adoção e permanência

Abstract

The present study aims to make an empirical survey to analyze the predictors of use and no use of Internet Banking – considered the alternative banking service channel with fastest growing in the 2010’s years. The objective was to make a list of representative variables that can influence the process of accepting or not the Internet Banking service, having as constructs the confidence, motivation, satisfaction and use intention selected and analyzed. The research was of descriptive type with a quantitative approach, with the aim of testing some hypotheses emerged from the literature. The analysis attempted to answer all the research hypotheses, which were tested using forecasting techniques. At the first moment we tried to validate the constructs through factor analysis and after we calculated the impacts of the variables through regression analysis. The results indicated that the intention to use Internet banking is primarily linked to the trust of customers at the website of the financial institution and the usefulness of these sites can present. We also concluded that the customer relationship with the physical bank has little influence on the intention of using the internet banking.