Submitted by Sara Ribeiro (sara.ribeiro@ucb.br) on 2017-05-24T17:04:08Z No. of bitstreams: 1 LuizSergioVieiraJonasDissertacao2016.pdf: 3529206 bytes, checksum: 7dc07e02d5b502d7c93a97ce9f485e78 (MD5) / Approved for entry into archive by Sara Ribeiro (sara.ribeiro@ucb.br) on 2017-05-24T17:04:21Z (GMT) No. of bitstreams: 1 LuizSergioVieiraJonasDissertacao2016.pdf: 3529206 bytes, checksum: 7dc07e02d5b502d7c93a97ce9f485e78 (MD5) / Made available in DSpace on 2017-05-24T17:04:21Z (GMT). No. of bitstreams: 1 LuizSergioVieiraJonasDissertacao2016.pdf: 3529206 bytes, checksum: 7dc07e02d5b502d7c93a97ce9f485e78 (MD5) Previous issue date: 2016-08-19 / The presente study aims the investigation of the current state of adoption of social media by organizations of the Brasilian banking sector. Social media are made up of a group of internet based applications and built on technological foundations of Web 2.0 allow the creation and exchange of user-generated content. The adopted research methodology was exploratory and descriptive, considering that the subject is still considered new in academia. For better characterization of social media applications, a questionnaire structured type is available from online via. Five banks among public, private, regional and national activities comprised the sample observed. The evaluation of the data was performed based on both technical content analysis, considering the existence of open questions in the survey instrument, and in psychometric measurement of responses through the Likert scale. The relationship with customers was the main reason pointed out by banks as justification for the use of social media. The results presented, it was found that Facebook, Youtube and Twitter are the tools that the sample institutions more resort with the main objective of building a identity with your audience. Despite the risks associated with the corporate image, it was noted that such banks have well-defined strategies to mitigate the negative comments, a fact corroborated by including response time indicator to interactions made by consumers through this service channel. / A presente pesquisa tem por objetivo a investiga????o do atual estado de ado????o das m??dias sociais pelas organiza????es do setor banc??rio brasileiro. As m??dias sociais constituem-se de um grupo de aplica????es baseadas em internet e que, constru??das sobre as funda????es tecnol??gicas da Web 2.0, permitem a cria????o e troca de conte??do gerado pelos usu??rios. A metodologia de investiga????o adotada foi do tipo explorat??ria e descritiva, considerando que o tema ainda ?? considerado novo no meio acad??mico. Para melhor caracteriza????o das aplica????es de m??dia social, foi criado um question??rio do tipo estruturado e disponibilizado pela via online. Um total de cinco bancos entre p??blicos, privados, com atua????o regional e nacional compuseram a amostra observada. A avalia????o dos dados foi efetuada com base nas t??cnicas de an??lise de conte??do, considerando a exist??ncia de perguntas abertas no instrumento de pesquisa, e tamb??m na mensura????o das respostas por meio da escala do tipo Likert de cinco pontos. O relacionamento com os clientes foi a principal motiva????o apontada pelos bancos como justificativa pelo uso das m??dias sociais. Dos resultados apresentados, verificou-se que o Facebook, o Youtube e o Twitter s??o as ferramentas que as institui????es pesquisadas mais recorrem com o objetivo principal de construir uma identidade junto ao seu p??blico. Apesar dos riscos associados ?? imagem institucional, observou-se que tais bancos possuem estrat??gias definidas para mitiga????o dos coment??rios negativos, fato corroborado pelo indicador de tempo de resposta ??s intera????es feitas pelos consumidores por meio desse canal de atendimento.

Submitted by PPG Economia do desenvolvimento (economia-pg@pucrs.br) on 2018-06-05T21:59:54Z No. of bitstreams: 1 DIEGO_PADILHA_VENEROSO_DIS.pdf: 2301066 bytes, checksum: 1821930bd93b1257a9607d77d5052e05 (MD5) / Approved for entry into archive by Sheila Dias (sheila.dias@pucrs.br) on 2018-06-13T11:15:24Z (GMT) No. of bitstreams: 1 DIEGO_PADILHA_VENEROSO_DIS.pdf: 2301066 bytes, checksum: 1821930bd93b1257a9607d77d5052e05 (MD5) / Made available in DSpace on 2018-06-13T11:24:30Z (GMT). No. of bitstreams: 1 DIEGO_PADILHA_VENEROSO_DIS.pdf: 2301066 bytes, checksum: 1821930bd93b1257a9607d77d5052e05 (MD5) Previous issue date: 2018-03-22 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior - CAPES / This paper analyzes the behavior of interest rates in Brazil, with emphasis on the banking sector. We analyze the behavior of the banking sector in the face of the fall in the SELIC rate observed in the period between 2009 and 2012 and how it has impacted this market. For this, we use graphical analysis, statistical tests and econometric models to understand the impact of federal government decisions on each of the agents involved. The federal government used its influence to lower interest rates, both SELIC and banking, assuming price leadership by controlling about 40% of the financial market. However, this intervention goes against the fundamental principles of governance. Thus, the objective is to confirm the intervention of the government in the Brazilian banking market and to find out the effect that this conduct had on public banks and shareholders, qualitatively and, if possible, quantitatively. / O presente trabalho analisa o comportamento da taxa de juros no Brasil, com ?nfase para o setor banc?rio. Analisamos o comportamento do setor banc?rio ante a queda da taxa SELIC verificada no per?odo entre 2009 e 2012 e de que forma ela influenciou nesse mercado. Para tal, utilizamos an?lises gr?ficas, testes estat?sticos e modelos econom?tricos para compreendermos o impacto das decis?es do governo federal em cada um dos agentes envolvidos. O governo federal utilizou de sua influ?ncia para baixar as taxas de juros, tanto a SELIC quando a banc?ria, assumindo uma lideran?a de pre?os atrav?s do controle de cerca de 40% do mercado financeiro. Contudo, essa interven??o vai de encontro aos princ?pios fundamentais da governan?a. Assim, objetiva-se confirmar a interven??o do governo no mercado banc?rio brasileiro e descobrir qual o efeito que tal conduta acarretou nos bancos p?blicos e acionistas, qualitativamente e, se poss?vel, quantitativamente.

Made available in DSpace on 2016-04-28T20:19:10Z (GMT). No. of bitstreams: 1 2007-Ludimila Hanna Arbach.pdf: 1443768 bytes, checksum: 0c436bd66da3f8c03c866ce31a488dad (MD5) Previous issue date: 2007-08-15 / The theoretical support for this research is concentrated upon the competence based management principles. Its objective overall is to identify the employees and clients perceptions regarding the individual competencies developed, acquired and applied by the bank workers during their daily routine. A revision survey of the literature for the concept of competence is presented as well as a historical report about the banking institutions and the evolution of the activities of their employees. Two banking agencies in the city of Resende RJ have been analyzed, one public and the other one private, aiming at the comparison of the perceptions among the bank workers and with that of their clients afterwards. As a means to data collection a questionnaire to be responded by the bank workers and the clients was applied. The results showed to be positive for the bank workers perception of their individual competencies. However, the clients perception for the public bank was showed to be otherwise but the clients perception for the private was showed the same. / A fundamenta??o te?rica desta pesquisa concentra-se nas proposi??es da gest?o baseada em compet?ncias. O objetivo geral deste trabalho ? identificar a percep??o declarada dos funcion?rios e dos clientes do setor banc?rio, em rela??o ?s compet?ncias individuais desenvolvidas, adquiridas e aplicadas pelos banc?rios na sua rotina de trabalho. Faz-se uma revis?o bibliogr?fica sobre o conceito de compet?ncia, um hist?rico sobre as institui??es banc?rias e a evolu??o das atividades exercidas pelos profissionais que trabalham nessas organiza??es. A pesquisa analisou duas ag?ncias banc?rias da cidade de Resende - RJ, sendo uma do setor p?blico e outra do setor privado, visando ? compara??o da percep??o entre os pr?prios banc?rios e posterior compara??o com a percep??o dos clientes destas ag?ncias. A pesquisa indicou resultado positivo para a percep??o dos banc?rios sobre suas compet?ncias individuais entre as ag?ncias estudadas. Entretanto a percep??o dos clientes da institui??o banc?ria p?blica diverge da opini?o dos seus respectivos funcion?rios, enquanto a percep??o dos clientes da ag?ncia privada apresenta similaridades.