Aceitação e uso do mobile banking entre clientes de uma agência bancária do município de Palmitos - SC

Abstract

Technological advances are happening faster and faster. The scenario imposed by the Covid19 pandemic accelerated some changes and accentuated the use of tools that allowed the execution of tasks during the period of social isolation. Mobile banking is one of the tools that has been gaining supporters over the last few years, allowing transactions and bank inquiries to be carried out through a mobile device connected to the internet. In this context, the study presented here was developed with the general objective of identifying the factors that influence or hinder the acceptance and use of the mobile banking service among customers of a bank branch in the municipality of Palmitos SC. Through the application of a questionnaire composed of 14 open questions with 214 customers of the aforementioned agency, it was possible to verify that mobile banking is widespread among customers. Overall, most customers have been using mobile banking for over a year and use it daily for tasks such as checking balances and statements, and making payments and transfers. The practicality and lack of time to go to the bank were identified as the main reasons for adopting the application, which is well evaluated by customers, who are satisfied with it. As for the limiting factors that make it difficult to adhere to this technology, the research showed that the lack of access to the internet or cell phone, difficulties with technologies and fear about accessing banking data via cell phone are the most significant. Therefore, to increase the number of mobile banking supporters in the bank branch studied, cultural and socioeconomic barriers are encountered. For banks, there is a need to invest in technology so that applications are increasingly safe, practical and useful for their customers.