Impactos do mobile banking para os clientes e colaboradores de uma cooperativa de crédito em Santana do Livramento

Abstract

The use of Mobile Banking has increased dramatically in the banking sector recently, bringing time optimization, agility and convenience to customers, also avoiding agglomerations in branches. In view of this, this article focuses on studying the behavior and satisfaction of employees and customers in relation to the application service of the credit union located in Santana do Livramento. Thus, it is worth analyzing the objectives of the article that was investigated through interviews with all employees of the Livramento unit and some PF and PJ customers of the cooperative, thus exploring whether Mobile Banking is meeting the needs of all application users with quality and efficiency. The research is of the exploratory type through a basic qualitative case study. Along with the results, it is worth mentioning the improvements and updates in the Mobile Banking tools. But even so, customers are satisfied and it meets some needs, while employees are reasonably satisfied.