Aceitação do mobile banking pelos usuários bancários num contexto de pandemia

Abstract

The objective of this study is to identify and analyze the possible factors that influence banking users to use the alternative electronic channel Mobile Banking, especially in a moment of social isolation that they have recently experienced. To identify such factors, the UTAUT model (Unified Theory of Acceptance and Use of Technology) by Venkatesh et al. (2003), considering the variables of performance expectation, perceived effort expectation, experience of using mobile technology, as well as sociodemographic and economic profiles of users, thus identifying the different perceptions between some groups. The researched public was 112 validated researches, made through research by the Google Forms program and answered in 2 weeks by them.