Usability refers to the study and measurement of the quality of human-computer interaction. Internet-based banking is a task-oriented, goal-directed, Web-based, E-commerce application where users access and manipulate bank accounts remotely through a Web browser interface. The examination of the usability of this interaction through the distributed medium of the Internet formed the research basis. The aims of the research are to review the application of general usability principles and properties to Internet-based banking, examine existing usability guidelines for hypermedia and Web design, and apply these during a structured evaluation of local and international online banking facilities. The research instrument is a combination of a checklist-based and heuristic evaluation, and is preceded by a task analysis. Three research questions are addressed and solutions suggested. These are related to improving Internet banking usability, finding the best approach for measuring this, and creating an awareness that Web usability is important. / Science / M.Sc. (Informatyion Systems)

Abstracts in English, Afrikaans and Zulu / The study investigated the effects of social media on mobile money adoption in South Africa and Zimbabwe. The main gap identified in empirical literature is the omission of social media use in technology adoption models and social networking theories. While some theories acknowledge the role of social influences in technology adoption, the social interactions considered therein are not mediated through the internet as is social media. Furthermore, no empirical study has to date focused on how social media influences mobile money technology adoption. Thus, this study deviates from the offline social network analysis approach which is restricted to the neighbourhood effects, physical contact, cell phone calls and text messages where information on mobile money technology is disseminated to an individual’s limited social circle. The secondary data used for the study were obtained from individual responses in the cross-sectional FinScope consumer surveys South Africa 2015 and Zimbabwe 2014 which were conducted and reported by FinMark Trust (2015; 2014). The study employed the binary logistic regression model to estimate the nature of effect. The results of the study indicated that use of social media had a positive and statistically significant impact on mobile money adoption in both South Africa and Zimbabwe. The results also revealed that despite there being a lower internet penetration and social media usage rate in Zimbabwe than South Africa, the use of social media in the former led to a higher rate of mobile money adoption. The study also established that mere use of social media and availability of mobile money technology did not translate to a high adoption rate; instead, availability had to be matched by a demand for the financial services. Additionally, the study found that the interaction of mobile money adoption and use of social media increased the overall mobile money adoption in both countries. The study recommended the implementation of collective policies that increase internet penetration to facilitate increased use of social media platforms and promote mobile money adoption to foster improved financial inclusion in developing countries. / Hierdie studie het die gevolge van sosiale media op die ingebruikneming van mobiele geld in Suid-Afrika en Zimbabwe ondersoek. Die belangrikste leemte wat in empiriese literatuur geïdentifiseer is, is die weglating van die gebruik van sosiale media in tegnologieaanvaardingsmodelle en sosialenetwerkvorming-teorieë. Hoewel sommige teorieë (teorie van beredeneerde handeling; teorie van beplande gedrag; diffusie van innovasie) die rol van sosiale invloede op tegnologieaanvaarding erken, word die sosiale interaksies wat daarin oorweeg word nie deur middel van die internet bemiddel nie, soos wel in die geval van sosiale media. Boonop het geen empiriese studie tot op hede gefokus op hoe sosiale media die ingebruikneming van mobielegeld-tegnologie beïnvloed nie. Hierdie studie wyk dus af van die niegekoppelde sosialenetwerkontleding-benadering, wat beperk is tot die omgewingsgevolge, fisieke kontak, selfoonoproepe en teksboodskappe, waar inligting oor mobielegeld-tegnologie aan ʼn individu se beperkte sosiale kring versprei word. Die sekondêre data wat vir die studie gebruik is, is verkry uit afsonderlike response in die deursnee- FinScope-verbruikersopnames (Suid-Afrika 2015 en Zimbabwe 2014), wat onderneem en bekendgemaak is deur FinMark Trust (2015; 2014). Die studie maak gebruik van die binêre logistiese regressiemodel om die aard van effek te skat. Studiebevindings dui daarop dat die gebruik van sosiale media ’n positiewe en statisties beduidende uitwerking op die ingebruikneming van mobiele geld in sowel Suid-Afrika as Zimbabwe het. Die resultate wys ook dat, ondanks ’n laer internetpenetrasie en sosialemedia-gebruikskoers in Zimbabwe, die gebruik van sosiale media in Zimbabwe tot ’n hoër koers van ingebruikneming van mobiele geld in dié land as in Suid-Afrika tot gevolg het. Daar word verder waargeneem dat die blote gebruik van sosiale media en die beskikbaarheid van mobielegeld-tegnologie nie geredelik omgesit kan word in ’n hoë ingebruiknemingskoers nie; beskikbaarheid moet met ’n vraag na die finansiële dienste gepaard gaan. Daarbenewens toon die studie dat die interaksie tussen mobielegeld-ingebruikneming en die gebruik van sosiale media die oorkoepelende ingebruikneming van mobiele geld in albei lande versterk. Die studie beveel die implementering van beleide aan wat internetpenetrasie verhoog om wydverspreide gebruik van sosiale media te fasiliteer, wat op sy beurt die ingebruikneming van mobiele geld sal bevorder, wat finansiële insluiting sal bevorder. / Ucwaningo luphenyisise imiphumela ye-social media ekwamukelweni kwe-mobile money eNingizimu Afrika naseZimbabwe. Igebe elikhulu eliphawuliwe kwimibhalo yobufakazi ukweqiwa kokussetshenziswa kwe-social media ekwamukelweni kwama-technology adoption models kanye namathiyori e-social networking. Kodwa amanye amathiyori (i-theory of reasoned action; i-theory of planned behaviour; i-diffusion of innovation) amukela indima yemithelela ye-social influences ekwamukelweni kwetheknoloji, ngokusebenzisana kwama-social interactions abonelelwe lapha, awaxhunyaniswa nge-inthanethi, njenge-social media. Kanti-ke futhi okunye, akukho bufakazi bocwaningo kuze kubemanje obugxile kwindlela i-social media enomthelela ngayo kwi-mobile money technology adoption. Ngakho-ke, lolu cwaningo luyehluka kwizinqubo ze-offline social network analysis approach, enezihibe kwimiphumela esondelene nayo, ukuxhumana ngokubamba, ukushayelana izingcingo nge-cellphone, kanye nemilayezo ebhaliwe, lapho ulwazi kwi-mobile money technology lusatshalaliswa kumuntu ngamunye nalabo asondelene nabo. I-secondary data esetshenzisiwe kucwaningo itholakale kwizimpendulo zabantu ngamunye kwi-cross-sectional FinScope consumer surveys (iNingizimu Afrika 2015 kanye neZimbabwe 2014), olwenziwa nokubikwa nge-FinMark Trust (2015:2014). Ucwaningo lusebenzisa i-binary logistic regression model ukulinganisa inhlobo yomphumela. Imiphumela yocwaningo ikhombisa ukuthi i-social media inomphumela omuhle futhi ngomphumela wezibalo ezibalulekile ekwamukelweni kwe-mobile money okwamukelwe kuwo womabili amazwe iNingizimu Afrika kanye neZimbabwe. Imiphumela ikhombise nokuthi, ngisho noma i-inthanethi ingakangeneleli kangako kwezinye izindawo, kodwa izinga lokusetshenziswa kwe-social media eZimbabwe kungaphezulu kuneNingizimu Afrika, ukusetshenziswa eZimbabwe kuhola phambili ngezinga eliphezulu ekwamukelweni kwe-mobile money kunaseNingizimu Afrika. Kanti futhi kuphawulwa ukuthi ukusetshenziswa kwe-social media kanye nokutholakala kwe-mobile money technology, akuhambelani ngezinga lokwamukelwa kakhulu; ukutholakala kumele kuhambelane nesidingeko samasevisi ezezimali. Nangaphezu kwalokho, ucwaningo lukhombisa ukuthi ukusebenzisana kokwamukelwa kwe-mobile money nokusetshenziswa kwe-social media kuphakamisa ukwamukelwa kakhulu kwe-mobile money kuwo womabili amazwe. Ucwaningo luncoma ukuthi ukwamukelwa kwemigomo enyusa ukungenelela kakhulu kwe-inthanethi ukulekelela ukusetshenziswa kakhulu kwe-social media, kanti futhi lokhu okuzophakamisa kakhulu ukwamukelwa kwe-mobile money okusiza ukubandakanya wonke kwezezimali. / Business Management / D. Phil. (Management Sciences)

La presente investigación tiene como principal objetivo poder analizar los riesgos de la banca por internet y cómo afectan en el uso sobre el usuario del sector bancario peruano. Con la finalidad de determinar la relación de las variables riesgos percibido de seguridad, privacidad y desempeño con las variables confianza y actitud. Esto tiene importancia, ya que, la banca por internet se encuentra en constante crecimiento mundial debido a la pandemia surgida por el Covid-19, otorgándole una mayor importancia por parte del consumidor frecuente de la banca. Por ende, se busca determinar la influencia de los riesgos percibidos y si afecta en el uso de la banca por internet. La población sujeta a estudio fueron los clientes de los bancos mayores a 25 años, residentes de Lima Metropolitana. Para la recolección de datos se utilizó como instrumento la encuesta virtual, se estructuró las preguntas siguiendo las dimensiones identificadas para el tema de investigación las cuales son: riesgos percibidos; riesgo de seguridad, privacidad y desempeño; actitud; confianza y uso de la banca por internet. / The main objective of this research is to be able to analyze the risks of internet banking and how they affect the use of the user in the Peruvian banking sector. In order to determine the relationship of the variables perceived security, privacy and performance risks with the variables of trust and attitude. This is important, since online banking is in constant global growth due to the pandemic that arose from Covid-19, giving it greater importance by the frequent consumer of banking. Therefore, it seeks to determine the influence of perceived risks and whether it affects the use of internet banking. The population subject to study was the clients of banks over 25 years of age, residents of Lima. For data collection, the survey was used as an instrument, the questions were structured following the dimensions identified for the research topic, which are: perceived risks; security, privacy and performance risk; attitude; trust and use of internet banking. / Trabajo de investigación

This thesis examines the effects of Culture, the Unified Theory of Acceptance and Use of Technology (UTAUT), Expectation Confirmation Theory (ECT) and Technology Readiness (TR) on the satisfaction and usage continuance intention of Internet banking customers within the Saudi Arabian context. The aim is to develop and test a new framework for use in determining the factors that affect Internet banking customers’ actual usage behaviours, with a special focus on the role of cognitive processes, and cultural and personal psychological traits. This research uses cross-sectional survey questionnaire methods within a quantitative approach. 261 valid responses were received. Structural Equation Modelling (SEM) was used to test the hypothesised relationships within the research model in Analysis of Moment Structures (AMOS 20) software. ECT is well established in conventional marketing literature and explains how cognitive beliefs and affects lead to customers’ repurchasing behaviour. It was first adopted for the Information Systems (IS) context and then customised to explain IS continuance intention behaviour. However, previous ECT customisations in the IS context present a significant knowledge gap because technology-based services are sensitive to individuals’ psychological traits, which ECT does not account for. This research integrates psychological traits and culture into the ECT framework to explain customer satisfaction and continuance intentions in the context of Internet banking usage. It combines ECT with the UTAUT in order to expand ECT to include more cognitive beliefs. Then it integrates TR and Culture to account for psychological and sociological traits. The results present a new contribution to the body of knowledge by validating a theoretically backed integration of the above models into one structural model. This model broadens the understanding of the factors that influence IS satisfaction and usage continuance intention. Compared to previous studies, the explanatory power of this model is a major improvement, with an R2 of (0.61) for usage continuance intention.

Customers adoption of Internet banking has become a widely-researched topic, although it is fair to state that some research gaps still exist. This research aims to fill some of the research gaps by examining the factors that determine the relevant behaviour of three different categories of Internet banking customers in China (i.e. current users, non-users, and discontinued users), and by developing two conceptual models that are derived from different, but complementary, theoretical approaches. The Decision Making Model and the Service and Relationship Evaluation Model are developed in this research. The Decision Making Model is grounded in the technology acceptance model (TAM) and it incorporates an additional construct of perceived value of using Internet banking. Additionally, the Service and Relationship Evaluation Model is derived from the service quality evaluation and relationship quality evaluation literature. Unlike in most other Internet banking adoption studies, these two conceptual models are used complementarily to deliver a comprehensive understanding of customers Internet banking adoption in China. The models are tested using a sample of 614 Chinese Internet banking customers collected via mall-intercept personal interviews based on questionnaires. Partial Least Square (PLS) path modelling and mediation analysis are applied to test the hypotheses advanced in the two models. The key findings of this research show that perceived value is a major factor for explaining customers Internet banking adoption, thus indicating to the banks that they should reduce costs associated with using Internet banking while providing more (perceived) benefits to customers; the importance of incorporating perceived value in Internet banking adoption model(s) is also demonstrated. The findings also confirm that perceived usefulness and perceived ease of use are important factors that determine the adoption of Internet banking by all categories of customers. Current users and non-users perceptions of their behavioural control over using Internet banking contribute to their adoption of Internet banking, and such control perceptions are shaped by self-efficacy, perceived government support and technological support. Additionally, it is demonstrated that both current users and discontinued users perceived value and perceived service quality of Internet banking have positive associations with their satisfaction with Internet banking, which lead to their Internet banking adoption. Moreover, the findings reveal that current users are more likely to continue with Internet banking if they are affectively committed to their banks; they are less likely to continue with Internet banking if they are calculatively committed to their banks due to the costs associated with leaving the banks. These therefore indicate the importance of establishing high-quality customer-bank relationships and placing less strict switching cost barriers that impose less pressure on their existing customers. This research contributes to the Internet banking adoption literature by (i) identifying the important category of Internet banking discontinued users, apart from current users and non-users; and (ii) using two complementary conceptual models, which are grounded in different theoretical streams, to investigate the relevant adoption behaviour of all three categories of Internet banking customers. It hence delivers a comprehensive understanding of personal customers adoption of Internet banking in China.

多重通路的經營型態於台灣已呈現穩定發展的狀態。然而，在過往研究中多重通路之間的關係較多從廠商的角度探討通路衝突與互補的情形，忽略了學者Stewart 與 Pavlou (2002)所強調：「多重通路間彼此互補或替代的關係，應由消費者的觀點來加以檢視」。本研究從消費者的角度，檢視在消費者心中不同通路之間呈現出替代亦或是互補的關係。以銀行業為研究背景，並以近半年內曾使用多重通路辦理銀行相關業務的民眾為抽樣對象，同時採用網路問卷以及人員訪問的方式，收回有效問卷共365份。藉由多元迴歸分析，針對銀行所提供之廣泛性決策與非廣泛性決策型業務，從服務品質的角度，探討消費者在實體通路與網路通路中的顧客滿意度對消費者未來持續與該銀行往來意願之影響。並藉由消費者對不同通路之顧客滿意度的交互作用分析，推論在消費者心中多重通路彼此間的互補或替代關係。 研究結果顯示，針對廣泛性決策型業務： 1. 消費者「對實體銀行服務人員相關的滿意度」以及「對網路銀行的整體滿意度」，皆對未來持續往來意圖有顯著的正向影響。 2. 網路銀行整體價值與實體銀行中的環境及便利性間呈現出互補的效果。 針對非廣泛性決策型業務： 1. 消費者「對實體銀行服務人員相關的滿意度」以及「對網路銀行的資訊提供滿意度」，皆對未來持續往來意圖有顯著的正向影響。 2. 網路銀行交易價值與實體銀行中的服務人員間呈現出互補的效果。 3. 網路銀行交易價值與實體銀行中的環境及便利性間呈現出替代的效果。 / The multi-channel business model has been stable development in Taiwan. However, most of the researches toward the channel relationship within the multi-channel environment focused on the corporation perspective in the past research, but ignored what Stewart and Pavlou (2002) have stressed that substitution and complementarity of different channels should be examined from a customer perspective. This research surveyed the channel relationship from the perspective of the consumer. The research chose the banking industry environment, and targeted the consumer who has applied multiple channels in dealing with banking related service in the last 6 months. The survey collected 365 valid questionnaires by adopting internet survey and people interview. By using multiple regression analysis, the research differentiated the extensive and non-extensive decision making services and probed the impact of the satisfaction in brick-and-motar (B&M) channel and internet channel toward the intention to continuous dealing with the bank company with the view of service quality. By adopting interactive analysis of customer satisfaction in different channels, the research deduced the relationship of multiple channels. The research concludes that for the extensive decision making services: 1. The satisfaction of the employee in the B&M bank and the satisfaction of the internet bank both have significant positive impact toward the intention to continuous dealing with the bank company. 2. There is complementarity effect between the overall value of the internet bank and the environment and convenience of the B&M bank. For the non-extensive decision making services: 1. The satisfaction of the employee in the B&M bank and the satisfaction of the information providing in the internet bank both have significant positive impact toward the intention to continuous dealing with the bank company. 2. There is complementarity effect between the trading value of the internet bank and the employee of the B&M bank. For the non-extensive decision making services: 3. There is substitution effect between the trading value of the internet bank and the environment and convenience of the B&M bank.

隨著網路的發展與普及，有愈來愈多人選擇使用網路來進行日常活動，而網路銀行就是一例。網路銀行具有多種的好處：對於使用者而言，它提供隨時、隨地處理財務的通道；對銀行而言，它可以降低營運成本、減輕臨櫃負擔、增加收續費收入、吸引客戶、減少客戶流失的成本與提供網路宣傳的廣告。參考美國的發展經驗，若能有效提昇網路銀行使用人口，那麼銀行將會增加可觀的獲利，因此本研究藉由探討、解釋使用者為何願意再次使用網路銀行的行為來了解現行台灣網路銀行的使用率偏低的可能原因，以利於網路銀行的推擴及策略的制定。 　　網路銀行同電子商務，表徵是科技，本質是商業。接受使用網路銀行的行為，相當於代表同時接受使用新科技與信任它－科技接受模式(TAM, Technology Acceptance Model)與信任理論需整合性探討，由於台灣過去中並沒有此類研究，因此本研究藉由移植Gefen, Karahanna et al. (2003)的整合模型至網路銀行的議題上，俾希望能夠清楚而完整地陳述與解釋使用者願意再次使用網路銀行的行為，最終有助於提高網路銀行的使用量。 　　信任理論部份採用McKnight, Larry et al. (1998)對於信任的看法，一方面是因為它整合了了各種不同學派（心理學、社會學、社會心理學、經濟學等）對於形成信任關係的解釋，另一面它以理性行為模式(TRA, Theory of Reasoned Action)的順序結構形成模式－信念、態度、意圖、行為的順序架構。而正由於科技接受模式源自於理性行為模式，因此在做適度的必要調整後，Gefen, Karahanna et al. (2003)。將之集結成一整合模式。而模式中，「信念」整合了各種「因素」的影響再對「行為意圖」造成影響，其中形成信任的因素有：計算原則的信任、體制結構的保障、境遇的正常性與熟悉性因素；而信念有：信任、認知易用與認知有用信念。由於本研究探討的議題是台灣的網路銀行，不同於探討新網路商店的被接受使用行為，因此本研究在模型移植過程中以創新擴散理論(ＤOI, Diffusion of Innovation)的配適性（Compatibility）來取代境遇正常性因素。 　　為驗證移植模式，本研究採網路問卷的方式進行資料的收集與分析，問卷的問項設計主要是來自於文獻所提供的問項，在經過適當的中文化、調整語意與試問後，最後得到9個構念共29個問項。網路問卷的訊息曝光主要有兩個管道，其一是委由優仕網獎勵其會員填答，另一則是本研究將問卷訊息公布在各大bbs站與各大入口網站的金融討論區當中。在扣除隨意作答與無效問卷後，本研究最後得有效問卷217份。而資料分析部分，除了分析人口統計資料的敘述統計量外，由於結構方程模式(SEM, Structural Equation Modeling)進行分析，能夠同時進行因素分析與路徑分析的特性，因此本研究選擇作為主要的分析方法。 在經過一系列結構方程模式的操作流程包含了模型界定、辨識、參數估計、模型契合度估計與模型修飾後，本研究得僅進行小部份的修飾的模型，由於評估問卷測量品質的測量模型的指數當中，不論信度[內部一致性信度(Chronbach’s α)亦或是建構信度]或效度[建構效度]上都表現相當優良，因此結構模型的各路徑係數的可信度與有效度相當高。 本研究在經過了各路徑的分析之後，做出了以下幾個結論： 1. 商業面的〝信任〞議題影響使用者有意願繼續使用網路銀行的影響力，較科技面的〝科技接受〞議題來得大。 2. 現行影響網路銀行使用者信任的因素，主要為計算原則的信任因素、其次為熟悉性因素；而體制結構的保障因素對信任的影響力非常小，至於配適性因素則無影響力。 3. 科技接受議題也受信任議題的影響。因此認知易用與認知有用皆受計算原則的信任與熟悉性因素間接影響。而除此之外，認知有用尚受配適性因素的直接影響，在影響力上，信任的因素所帶來的間接整體影響力上，略大於適配性因素。

This dissertation studies the effects of Information and Communication Technologies (ICT) on the banking sector and the payments system. It provides insight into how technology-induced changes occur, by exploring both the nature and scope of main technology innovations and evidencing their economic implications for banks and payment systems. Some parts in the dissertation are descriptive. They summarise the main technological developments in the field of finance and link them to economic policies. These parts are complemented with sections of the study that focus on assessing the extent of technology application to banking and payment activities. Finally, it includes also some work which borrows from the economic literature on banking. The need for an interdisciplinary approach arises from the complexity of the topic and the rapid path of change to which it is subject.The first chapter provides an overview of the influence of developments in ICT on the evolution of financial services and international capital flows. We include main indicators and discuss innovation in the financial sector, exchange rates and international capital flows. The chapter concludes with impact analysis and policy options regarding the international financial architecture, some monetary policy issues and the role of international institutions. The second chapter is a technology assessment study that focuses on the relationship between technology and money. The application of technology to payments systems is transforming the way we use money and, in some instances, is blurring the definition of what constitutes money. This chapter surveys the developments in electronic forms of payment and their relationship to the banking system. It also analyses the challenges posed by electronic money for regulators and policy makers, and in particular the opportunities created by two simultaneous processes: the Economic and Monetary Union and the increasing use of electronic payment instruments.The third chapter deals with the implications of developments in ICT on relationship banking. The financial intermediation literature explains relationship banking as a type of financial intermediation characterised by proprietary information and multiple interactions with customers. This form of banking is important for the financing of small and medium-sized enterprises. We discuss the effects of ICT on the banking sector as a whole and then apply these developments to the case of relationship banking.The fourth chapter is an empirical study of the effects of technology on the banking business, using a sample of data from the Spanish banking industry. The design of the study is based on some of the events described in the previous chapters, and also draws from the economic literature on banking. The study shows that developments in information management have differential effects on wholesale and retail banking activities. Finally, the last chapter is a technology assessment study on electronic payments systems in Spain and the European Union. It contains an analysis of existing payment systems and ongoing or planned initiatives in Spain. It forms part of a broader project comprising a series of country-specific analyses covering ten European countries. The main issues raised across the countries serve as the starting point to discuss implications of the development of electronic money for regulation and policies, and in particular, for monetary-policy making.

The subject of this thesis is to evaluate the current state of the direct banking on the Czech market and an analysis of individual types of direct banking. Partial objective is to create a formal procedure for selecting optimal type of the direct banking for bank clients.

Made available in DSpace on 2010-04-20T20:19:47Z (GMT). No. of bitstreams: 1 176599.pdf: 876932 bytes, checksum: ef8000a8886de223bc1442221f883479 (MD5) Previous issue date: 2008-04-29T00:00:00Z / Internet Banking has an increasingly role for banks and its related strategies for reducing costs, expansion and retention of user base, new business, innovation, among others. This study seeks to assess to what extent the IT management processes applied to the Internet Banking service in a retail bank are aligned with its business strategy and are effective to meet users’ quality expectations. A qualitative approach was used, through a case study on a major Brazilian financial bank. Its IT infrastructure management processes and metrics have been studied, and interviews applied to managers and analysts in the IT area. Findings suggest that the use of Internet Banking service availability as the driver of strategic alignment between IT and business areas can result in improvements in users’ satisfaction, represented by the evolution of complaints related to the Internet Banking service. / O Internet Banking assume um papel cada vez mais importante para os bancos, estando relacionado com estratégias de redução de custos, ampliação e retenção da base de usuários, possibilidade de novos negócios, inovação, entre outras. Este estudo procura avaliar em que medida os processos de gestão de TI aplicados ao serviço de Internet Banking em um banco de varejo estão alinhados com sua estratégia de negócios e se são eficazes em atender a expectativa de qualidade de seus usuários. Neste trabalho foi utilizada uma abordagem qualitativa através do estudo de caso em uma grande instituição financeira nacional, a partir da análise de seus processos e indicadores de gestão de infra-estrutura de TI e de entrevistas semi-estruturadas aplicadas a gerentes e analistas da área de tecnologia. Os resultados sugerem que a utilização da variável disponibilidade de acesso do serviço de Internet Banking como métrica diretora do alinhamento estratégico entre as áreas de TI e as áreas de negócio pode acarretar melhorias na satisfação dos usuários, representadas pela evolução do índice mensal de reclamações do serviço.