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Authors
Advisor(s)
Abstract(s)
Na conjuntura atual, em que as Tecnologias da Informação e Comunicação estão presentes em praticamente todos os sectores de atividade, é necessário que as empresas se ajustem aos novos paradigmas e que foquem as suas estratégias de gestão nesse sentido.
A banca de retalho tal como a conhecemos tem vindo a sofrer grandes transformações e a Covid-19 veio acelerar este processo. A migração para a banca digital é necessária, por força das condições de mercado. As vantagens da implementação da banca digital passam essencialmente pela diferenciação da concorrência, pela necessidade de redução de custos operacionais e pela agilização na abordagem ao cliente.
O presente trabalho pretende abordar conceitos e temáticas relacionadas com as estratégias que têm vindo a ser implementadas pelo setor da banca no contexto da transformação digital em Portugal, na expectativa de tentar perceber em que medida a Covid-19 teve impacto no crescimento da Banca Digital.
Em termos de metodologia, foi aplicado um inquérito por questionário a clientes de instituições bancárias para perceber em que medida a Covid-19 impactou o uso da banca digital.
A amostra do presente estudo é composta por 351 inquiridos e os resultados da pesquisa permitiram concluir que, no geral, os respondentes estão satisfeitos com os serviços digitais prestados pelas instituições financeiras, consideram-nos seguros e que, atualmente, dão preferência aos canais de Homebanking/Mobile Banking em detrimento dos canais tradicionais.
In the current context, in which Information and Communication Technologies are present in practically all sectors of activity, it is necessary for companies to adjust to new paradigms and to focus their management strategies accordingly. Retail banking as we know it has been undergoing major changes and Covid-19 has accelerated this process. The migration to digital banking is necessary, due to market conditions. The advantages of implementing digital banking essentially involve differentiation from the competition, the need to reduce operating costs and streamline customer approach. The present work intends to approach concepts and themes related to the strategies that have been implemented by the banking sector in the context of the digital transformation in Portugal, in the hope of trying to understand to what extent Covid-19 had an impact on the growth of Digital Banking. In terms of methodology, a questionnaire survey was applied to clients of banking institutions to understand the extent to which Covid-19 had an impact on the use of digital banking. The sample of this study is composed of 351 respondents and the survey results allowed us to conclude that, in general, respondents are satisfied with the digital services provided by financial institutions, consider them safe and that they currently prefer Homebanking /Mobile Banking over traditional channels.
In the current context, in which Information and Communication Technologies are present in practically all sectors of activity, it is necessary for companies to adjust to new paradigms and to focus their management strategies accordingly. Retail banking as we know it has been undergoing major changes and Covid-19 has accelerated this process. The migration to digital banking is necessary, due to market conditions. The advantages of implementing digital banking essentially involve differentiation from the competition, the need to reduce operating costs and streamline customer approach. The present work intends to approach concepts and themes related to the strategies that have been implemented by the banking sector in the context of the digital transformation in Portugal, in the hope of trying to understand to what extent Covid-19 had an impact on the growth of Digital Banking. In terms of methodology, a questionnaire survey was applied to clients of banking institutions to understand the extent to which Covid-19 had an impact on the use of digital banking. The sample of this study is composed of 351 respondents and the survey results allowed us to conclude that, in general, respondents are satisfied with the digital services provided by financial institutions, consider them safe and that they currently prefer Homebanking /Mobile Banking over traditional channels.
Description
Mestrado em Contabilidade e Gestão das Instituições Financeiras
Keywords
Covid-19 Banca digital Transformação digital Fintech
Citation
Vilhena, S. P. (2022) O impacto da Covid-19 na banca digital. (Dissertação de mestrado não publicada). Instituto Politécnico de Lisboa, Instituto Superior de Contabilidade e Administração de Lisboa. Disponível em http://hdl.handle.net/10400.21/15660