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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

A tecnologia da informa??o e o cliente banc?rio como recurso humano: um estudo de caso dos usu?rios dos caixas eletr?nicos nos postos banc?rios da UFRRJ. / The technology of the on line information and it s relationship with the costumer: a study of the users of the electronic cash dispenser in the advanced bank positions of UFRRJ.

Silva, Nic?as Alencar da 16 April 2004 (has links)
Made available in DSpace on 2016-04-28T20:19:19Z (GMT). No. of bitstreams: 1 2004 - Niceas Alencar da Silva.pdf: 808443 bytes, checksum: cd2525ca100feaf8969ca78945565665 (MD5) Previous issue date: 2004-04-16 / The study has focus in the bank user s behavior, presents in the electronic cash dispenser of the advanced positions of services of the Bank of Brazil and of the Real Bank, located in the campus of the Rural Federal University of Rio de Janeiro. It is centered in their perceptions of use of the Internet Banking, what generated the theme for the report of the evolution of the inclusion of the Technology Information in the banking sector. A questionnaire was distributed among the users of the electronic cash dispenser, after use, asking them on some personal characteristics - in order to identify statistical correlations - and also on their perceptions in the use of electronic cash dispenser and internet banking services, supplying data to the Bank Institutions, for a better strategic administration of their physical and human resources. The Study of the Case was the applied methodology, taking advantage of the natural atmosphere and giving emphasis to the present time, with access to the people and observation of the process in focus. The sampling is not probabilistic, consists of selecting the elements in function of it s presence at a specific moment (03-07/03/2003). The approach was in a driven way, through questionnaire with open and closed subjects and of multiple-choice. The banks has a relevant participation in the technological development of the country, when integrating, through the communication nets, the bank agencies, allowing transactions in real time. The study identified a high level of acceptance of Home Banking, in spite of being little used, what was justified mainly by the computer lack, as well as also the inaccessibility of the Internet. The ignorance and the resistance to the new technology were also mentioned, what implicates in another type of investment, in education, to be implemented for the customers to have capacity to execute the operations on line, including them to the digital access. A point of view to be considered is the cost of a customer not getting to accomplish his/her role, implicating in the loss of his/her self-esteem, need that if will not be taken care of, will be able to generate as result for the bank, the loss of the customer. For the company positioned in a competitive atmosphere, the ability to offer information, help in the construction of the image to the consuming public. / O estudo est? voltado para o comportamento dos usu?rios banc?rios, presentes nos Caixas Eletr?nicos dos Postos de Servi?os do Banco do Brasil e do Banco Real, localizados no campus da Universidade Federal Rural do Rio de Janeiro. Ele ? centrado nas suas percep??es de utiliza??o do Internet Banking, o que gerou o tema para o relato da evolu??o da inclus?o da Tecnologia da Informa??o no setor banc?rio. Um question?rio foi distribu?do entre os usu?rios dos Caixas Eletr?nicos, ap?s o uso, perguntando-os sobre algumas caracter?sticas pessoais de forma a identificar correla??es estat?sticas bem como, sobre suas percep??es no uso de Caixas Eletr?nicos e servi?os de Home banking, fornecendo subs?dios ?s Institui??es Banc?rias, para um melhor gerenciamento estrat?gico de seus recursos f?sicos e humanos. O Estudo de Caso foi a metodologia aplicada, por se tratar de um ambiente natural, dando ?nfase ? contemporaneidade, com acesso ?s pessoas e observa??o do processo em foco. A amostragem ? n?o probabil?stica, consiste em selecionar os elementos em fun??o de sua presen?a em um momento preciso (03-07/03/2003). A abordagem foi de forma dirigida, por meio de question?rio com quest?es abertas e fechadas e de m?ltipla-escolha. Os bancos representam um importante papel no desenvolvimento tecnol?gico do pa?s, ao integrar, atrav?s das redes de comunica??o, as ag?ncias banc?rias, permitindo transa??es em tempo real. O estudo identificou um n?vel elevado de aceita??o do Home Banking, apesar de ser pouco utilizado, o que foi justificado principalmente pela falta de computador, assim como tamb?m, a inacessibilidade da Internet. O desconhecimento e a resist?ncia ? nova tecnologia tamb?m foram citados, o que implica em outro tipo de investimento, em educa??o, a ser implementado para que os clientes tenham capacidade para executar as opera??es on line, incluindo-os no acesso digital. Um ponto de vista a ser considerado ? o do custo de um cliente n?o conseguir realizar o seu papel, implicando na perda de sua auto-estima, necessidade que se n?o atendida, poder? gerar como resultado para o banco, a perda do cliente. Para a empresa posicionada em um ambiente competitivo, a habilidade de oferecer informa??o, facilita a constru??o da imagem junto ao p?blico consumidor.

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