Fintechs: um estudo da qualidade dos serviços de contas bancárias digitais na percepção dos clientes

Abstract

The mobile banking modality has been growing in recent years, a model that gradually replaces those of traditional banks, which try to modernize and adapt to the new reality of the user. However, there are several studies that claim that consumers are still very attached to human service, with the issue of robotizing digital services something that is always present, mainly due to the problems that this cause with communication failures in more specific situations that the user seeks solve. With this, the present research aims to analyze the quality of financial services offered by digital companies, in the consumer's perception through the analysis of the data obtained with a questionnaire - which was applied to 103 individuals - which has questions about the personal profile the respondent's relationship with the digital bank - frequency of use, most used service - and the quality of service offered, the latter pillar analyzed based on six main factors: convenience, accessibility, agility, security, technology and relationship. The results showed that the sample is satisfied with the services offered by digital banks, except in the analysis of the security factor, with a neutrality between the "agreement" and "disagreement" of issues such as insecurity in the leakage of bank data and carrying out improper transfers.