The technology of the on line information and its relationship with the costumer: a study of the users of the electronic cash dispenser in the advanced bank positions of UFRRJ. / A tecnologia da informação e o cliente bancário como recurso humano: um estudo de caso dos usuários dos caixas eletrônicos nos postos bancários da UFRRJ.

AUTOR(ES)
DATA DE PUBLICAÇÃO

2004

RESUMO

The study has focus in the bank users behavior, presents in the electronic cash dispenser of the advanced positions of services of the Bank of Brazil and of the Real Bank, located in the campus of the Rural Federal University of Rio de Janeiro. It is centered in their perceptions of use of the Internet Banking, what generated the theme for the report of the evolution of the inclusion of the Technology Information in the banking sector. A questionnaire was distributed among the users of the electronic cash dispenser, after use, asking them on some personal characteristics - in order to identify statistical correlations - and also on their perceptions in the use of electronic cash dispenser and internet banking services, supplying data to the Bank Institutions, for a better strategic administration of their physical and human resources. The Study of the Case was the applied methodology, taking advantage of the natural atmosphere and giving emphasis to the present time, with access to the people and observation of the process in focus. The sampling is not probabilistic, consists of selecting the elements in function of its presence at a specific moment (03-07/03/2003). The approach was in a driven way, through questionnaire with open and closed subjects and of multiple-choice. The banks has a relevant participation in the technological development of the country, when integrating, through the communication nets, the bank agencies, allowing transactions in real time. The study identified a high level of acceptance of Home Banking, in spite of being little used, what was justified mainly by the computer lack, as well as also the inaccessibility of the Internet. The ignorance and the resistance to the new technology were also mentioned, what implicates in another type of investment, in education, to be implemented for the customers to have capacity to execute the operations on line, including them to the digital access. A point of view to be considered is the cost of a customer not getting to accomplish his/her role, implicating in the loss of his/her self-esteem, need that if will not be taken care of, will be able to generate as result for the bank, the loss of the customer. For the company positioned in a competitive atmosphere, the ability to offer information, help in the construction of the image to the consuming public.

ASSUNTO(S)

home banking technology behavior administracao caixa eletrônico electronic cash dispenser human resource tecnologia comportamento home banking recurso humano

ACESSO AO ARTIGO

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