Luiz Alberto Marcondes Homen de Mello e Castro, Maria Aparecida Gouvêa


Banks are interested on netbaking channel in order to address the client desires and needs and get a competitive differential. This research was carried out to identify the opinion of internetbanking clients about the performance of this service in the quality dimensions of E-BANKING model, observing the importance given to each dimension. To achieve this objective, it was surveyed, in a random way, the perception of 150 inhabitants of São Paulo city and internetbanking users of Abn Amro Real, Banco do Brasil, Bradesco, Itaú, ou Unibanco. To analyze the data, it was employed the factor analysis to verify whether dimensions of E-BANKING model represent adequately the measurement variables. Moreover, it was developed a importance-performance matrix to identify the quality dimensions that have big impact on the users value perception and that could be improved. It was found that virtual banks performance is correctly measured by the variables set that forms each dimension of the model. Evaluating the internetbankings performance in the dimensions, taking in account the dimensions importance to the respondents, it was observed that banks focus should be improve the performance of aspects that influence the tangibility, empathy and reliability of this virtual service channel.


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Revista de Administração da UFSM. Brazilian Journal of Management

Universidade Federal de Santa Maria, Santa Maria, Rio Grande do Sul, Brasil, eISSN 1983-4659