O banco na internet : um estudo do atendimento em um banco brasileiro
Autor(a) principal: | |
---|---|
Data de Publicação: | 2003 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações da Uninove |
Texto Completo: | https://bibliotecatede.uninove.br/handle/tede/941 |
Resumo: | Aroud the world the companies search for new ways to optimize trading and distribution of theirs own goods and services in order to establish productivity gain and at same time cut costs of production and beat the competition in a dynamic and global market. Aware of the moment the Financial Institutions are among the companies that more invest in automation and Information Technology. The technological transformations implemented in the services arena are changing the performance of the Finantial Institutions and the way they relate commercially with their clients.This work focus analyze the connection between Financial Institutions and their clients usually taking advantage of the options the online banking offers to verify how the clients are responding to the changes. Former studies have showed the concern with automation banking since it didn???t get along in same tune with suitable Customer Service. From these studies a new one had started focusing a retail Brazilian Bank where the advantages, difficulties and lacking in the internet banking are highlighted proving that there are an increasing break up moving away banks and their clients. The result of this work show the need the companies have to improve the knowledge regarding their clients as the only way to have an effective and efficient Customer Service. Also the study details the relevance of history transactions, research, employes out put and suggestions as good informative material and suggests alternatives to develop a good connection that will enrich the needs and respective satisfaction of the clients. |
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Stal, Evahttp://lattes.cnpq.br/2100135314249937http://lattes.cnpq.br/2963218038601562Mello, Roberto Agostinho de2015-04-27T14:49:59Z2003-06-12https://bibliotecatede.uninove.br/handle/tede/941Aroud the world the companies search for new ways to optimize trading and distribution of theirs own goods and services in order to establish productivity gain and at same time cut costs of production and beat the competition in a dynamic and global market. Aware of the moment the Financial Institutions are among the companies that more invest in automation and Information Technology. The technological transformations implemented in the services arena are changing the performance of the Finantial Institutions and the way they relate commercially with their clients.This work focus analyze the connection between Financial Institutions and their clients usually taking advantage of the options the online banking offers to verify how the clients are responding to the changes. Former studies have showed the concern with automation banking since it didn???t get along in same tune with suitable Customer Service. From these studies a new one had started focusing a retail Brazilian Bank where the advantages, difficulties and lacking in the internet banking are highlighted proving that there are an increasing break up moving away banks and their clients. The result of this work show the need the companies have to improve the knowledge regarding their clients as the only way to have an effective and efficient Customer Service. Also the study details the relevance of history transactions, research, employes out put and suggestions as good informative material and suggests alternatives to develop a good connection that will enrich the needs and respective satisfaction of the clients.Em todo o mundo as empresas buscam novas formas de otimizar a comercializa????o e distribui????o dos seus bens e servi??os, para garantir ganhos de produtividade e a redu????o dos custos, para competir em um mercado din??mico e globalizado. Cientes dessa situa????o, os bancos est??o entre as empresas que mais investem em automa????o e tecnologia da Informa????o. As transforma????es tecnol??gicas implementadas no setor de servi??os est??o alterando a atua????o das empresas financeiras e o modo como elas desenvolvem o relacionamento comercial com os seus clientes. Este trabalho tem por objetivo analisar a rela????o entre os bancos e seus clientes usu??rios do servico banc??rio na Internet, para verificar se os avan??os tecnol??gicos est??o sendo absorvidos pelos clientes. Trabalhos anteriores mostram que a preocupa????o com a automa????o banc??ria n??o foi acompanhada por um servi??o adequado de atendimento aos clientes. A partir desses trabalhos, foi realizado um estudo de caso em um banco nacional de varejo, onde se descrevem as vantagens, dificuldades e defici??ncias do banco na internet, mostrando que h?? efetivamente um crescente distanciamento entre o banco e seus clientes. As conclus??es do trabalho destacam a necessidade de amplia????o do conhecimento da empresa acerca do cliente, como algo essencial para melhorar a efici??ncia e efic??cia do atendimento. Destaca-se tamb??m a import??ncia dos hist??ricos de transa????es, pesquisas e observa????es de empregados como importantes fontes de informa????o e sugere alternativas para o desenvolvimento de um relacionamento que valorize as necessidades do cliente e sua satisfa????o.Submitted by Nadir Basilio (nadirsb@uninove.br) on 2015-04-27T14:49:59Z No. of bitstreams: 1 ROBERTO AGOSTINHO DE MELLO.pdf: 15057167 bytes, checksum: 6ff5cb649ba18e9508b24d8674d755d9 (MD5)Made available in DSpace on 2015-04-27T14:49:59Z (GMT). No. of bitstreams: 1 ROBERTO AGOSTINHO DE MELLO.pdf: 15057167 bytes, checksum: 6ff5cb649ba18e9508b24d8674d755d9 (MD5) Previous issue date: 2003-06-12application/pdfporUniversidade Nove de JulhoPrograma de P??s-Gradua????o em Administra????oUninoveBrasilAdministra????oautoma????o banc??riabanco na internetcanais de relacionamentoservi??o de apoio ao clienteferramentas de auxilio ao clientebank automationinternet bankingrelationship channelscustomer support serviceCIENCIAS SOCIAIS APLICADAS::ADMINISTRACAOO banco na internet : um estudo do atendimento em um banco brasileiroThe internet banking : a study of client assistence in a Brazilian Bankinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis8024035432632778221600info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da Uninoveinstname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEORIGINALROBERTO AGOSTINHO DE MELLO.pdfROBERTO AGOSTINHO DE MELLO.pdfapplication/pdf15057167http://localhost:8080/tede/bitstream/tede/941/2/ROBERTO+AGOSTINHO+DE+MELLO.pdf6ff5cb649ba18e9508b24d8674d755d9MD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82165http://localhost:8080/tede/bitstream/tede/941/1/license.txta29ee53e1b3208ad99592263fc80192aMD51tede/9412017-05-26 18:15:54.312oai:localhost: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Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2017-05-26T21:15:54Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
dc.title.por.fl_str_mv |
O banco na internet : um estudo do atendimento em um banco brasileiro |
dc.title.alternative.eng.fl_str_mv |
The internet banking : a study of client assistence in a Brazilian Bank |
title |
O banco na internet : um estudo do atendimento em um banco brasileiro |
spellingShingle |
O banco na internet : um estudo do atendimento em um banco brasileiro Mello, Roberto Agostinho de automa????o banc??ria banco na internet canais de relacionamento servi??o de apoio ao cliente ferramentas de auxilio ao cliente bank automation internet banking relationship channels customer support service CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
title_short |
O banco na internet : um estudo do atendimento em um banco brasileiro |
title_full |
O banco na internet : um estudo do atendimento em um banco brasileiro |
title_fullStr |
O banco na internet : um estudo do atendimento em um banco brasileiro |
title_full_unstemmed |
O banco na internet : um estudo do atendimento em um banco brasileiro |
title_sort |
O banco na internet : um estudo do atendimento em um banco brasileiro |
author |
Mello, Roberto Agostinho de |
author_facet |
Mello, Roberto Agostinho de |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Stal, Eva |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/2100135314249937 |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/2963218038601562 |
dc.contributor.author.fl_str_mv |
Mello, Roberto Agostinho de |
contributor_str_mv |
Stal, Eva |
dc.subject.por.fl_str_mv |
automa????o banc??ria banco na internet canais de relacionamento servi??o de apoio ao cliente ferramentas de auxilio ao cliente |
topic |
automa????o banc??ria banco na internet canais de relacionamento servi??o de apoio ao cliente ferramentas de auxilio ao cliente bank automation internet banking relationship channels customer support service CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
dc.subject.eng.fl_str_mv |
bank automation internet banking relationship channels customer support service |
dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
description |
Aroud the world the companies search for new ways to optimize trading and distribution of theirs own goods and services in order to establish productivity gain and at same time cut costs of production and beat the competition in a dynamic and global market. Aware of the moment the Financial Institutions are among the companies that more invest in automation and Information Technology. The technological transformations implemented in the services arena are changing the performance of the Finantial Institutions and the way they relate commercially with their clients.This work focus analyze the connection between Financial Institutions and their clients usually taking advantage of the options the online banking offers to verify how the clients are responding to the changes. Former studies have showed the concern with automation banking since it didn???t get along in same tune with suitable Customer Service. From these studies a new one had started focusing a retail Brazilian Bank where the advantages, difficulties and lacking in the internet banking are highlighted proving that there are an increasing break up moving away banks and their clients. The result of this work show the need the companies have to improve the knowledge regarding their clients as the only way to have an effective and efficient Customer Service. Also the study details the relevance of history transactions, research, employes out put and suggestions as good informative material and suggests alternatives to develop a good connection that will enrich the needs and respective satisfaction of the clients. |
publishDate |
2003 |
dc.date.issued.fl_str_mv |
2003-06-12 |
dc.date.accessioned.fl_str_mv |
2015-04-27T14:49:59Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://bibliotecatede.uninove.br/handle/tede/941 |
url |
https://bibliotecatede.uninove.br/handle/tede/941 |
dc.language.iso.fl_str_mv |
por |
language |
por |
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8024035432632778221 |
dc.relation.confidence.fl_str_mv |
600 |
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info:eu-repo/semantics/openAccess |
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openAccess |
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application/pdf |
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Universidade Nove de Julho |
dc.publisher.program.fl_str_mv |
Programa de P??s-Gradua????o em Administra????o |
dc.publisher.initials.fl_str_mv |
Uninove |
dc.publisher.country.fl_str_mv |
Brasil |
dc.publisher.department.fl_str_mv |
Administra????o |
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Universidade Nove de Julho |
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Biblioteca Digital de Teses e Dissertações da Uninove |
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