Title:	Análise do mobile banking junto aos bancos públicos federais : fatores contribuintes da intenção em usar e percepção dos não-usuários
Authors:	Franco, Mac Régio Sampaio
Orientador(es)::	Almeida, Alexandre Nascimento de
Assunto::	Bancos públicos Bancos - Brasil Mobile banking Inovações tecnológicas - Brasil
Issue Date:	22-Jul-2019
Data de defesa::	27-Mar-2018
Citation:	FRANCO, Mac Régio Sampaio. Análise do mobile banking junto aos bancos públicos federais: fatores contribuintes da intenção em usar e percepção dos não-usuários. 2018. 91 f., il. Dissertação (Mestrado Profissional em Gestão Pública)—Universidade de Brasília, Brasília, 2018.
Abstract:	Modem consumer behavior is becoming increasingly digital and this change has been driven by technological innovations, which are also responsible for reducing distances and accelerating interaction between people. In line with this move, banks have developed various technologies in their financial Services, notably Mobile Banking (MB). Even with MB growth in recent years, its acceptance for any and every type of customer has been seen as a criticai success factor for financial institutions. What factors affect the use of MB, as the customer sees the distance from face-to-face Service are some of the crucial questions for the evolution and improvement of banking technologies. Thus, the objective of this work was to study the behavior of the clients of federal public banks in relation to the use of MB. Using a mixed methodological approach, the research unfolded on two fronts, one quantitative and the other qualitative. The quantitavia part was based on the technique Structural Equation Modeling and the Unified Theory of Acceptance and Use of Technology - UTAUT2 and aimed to identify which factors influence the intention to use MB. The qualitative part, according to the Content Analysis approach, had the purpose of analyzing the perception of the clients regarding the acceptance of MB in comparison with other Service channels: internet banking and bank branches. Data from 376 clients were Consolidated in a questionnaire with open and semi-open questions. The results of the quantitative analysis showed that the "Habit" most affected the use of Mobile Banking, followed by the "Performance Expectation" and the "Facilitating Conditions". The fact that clients are surrounded by other innovations serves as a catalyst for the process of dissemination and acceptance of banking innovations. Consistency, especially in the use of smartphones, serves as a leaming mechanism and generates the confidence of customers to adhere to MB. On the qualitative side, it can be noted that there are customers in the era of mobile applications (apps) that see the agencies as a safer and more convenient environment for transacting, which raises the question that, even with the expansion of applications on the Internet, acceptance behavior in relation to banking technology is permeated by other internai aspects, more subjective to people, still far from the mere logic of utility and performance. The transition from analogue to digital behavior will depend on how well the orbiting variables in man vs. machine interaction are understood by govemment, market and academia. For federal public banks, poor understanding of these variables can become a threat to their permanence in the market and the migration of their customers to the virtual world.
metadata.dc.description.unidade:	Faculdade UnB Planaltina (FUP)
Description:	Dissertação (mestrado)—Universidade de Brasília, Faculdade de Planaltina, Programa de Pós-Graduação em Gestão Pública, 2018.
metadata.dc.description.ppg:	Programa de Pós-Graduação em Gestão Pública, Mestrado Profissional
Licença::	A concessão da licença deste item refere-se ao termo de autorização impresso assinado pelo autor com as seguintes condições: Na qualidade de titular dos direitos de autor da publicação, autorizo a Universidade de Brasília e o IBICT a disponibilizar por meio dos sites www.bce.unb.br, www.ibict.br, http://hercules.vtls.com/cgi-bin/ndltd/chameleon?lng=pt&skin=ndltd sem ressarcimento dos direitos autorais, de acordo com a Lei nº 9610/98, o texto integral da obra disponibilizada, conforme permissões assinaladas, para fins de leitura, impressão e/ou download, a título de divulgação da produção científica brasileira, a partir desta data.
Appears in Collections:	Teses, dissertações e produtos pós-doutorado

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