A utilização de canais digitais bancários por clientes universitários: um estudo com alunos da Unipampa campus Santana do Livramento

Abstract

With the creation of new technologies related to data processing, the banking sector has been incorporating these innovations in its practices, thus elaborating new products and services. A new form of relationship emerges with the use of digital service channels. The present study aimed to evaluate the perception and satisfaction of clients of banking institutions, students of the Federal University of Pampa of the Santana do Livramento campus. A quantitative study was carried out using the survey method using the Gonçalves adapted research instrument (2014) and subsequent statistical analysis of the data. 108 responses were obtained, representing a sample with a confidence level of 95% and a sampling error of 9%. The results obtained evidenced a profile of clients with a predominance of female respondents, majority with Stable Union, and aged between 22 and 34 years, Public Server and with income up to R$ 1874.00. As for the use of digital channels, the majority of respondents use to consult balances, through smartphones between one to two times a week, holding accounts in most public banks. Data were also found in which the respondents have a higher degree of satisfaction for aspects related to the "convenience" and "security" dimension.