Serviços bancários online: análise e avaliação por parte dos clientes bancários angolanos

Luís Miguel Pacheco; Euclides Firmino Capitamolo; Fernando Oliveira Tavares

doi:10.54580/R0301.10

Authors

Luís Miguel Pacheco Universidade Portucalense – Porto, Portugal, Departamento de Economia e Gestão REMIT (Research on Economics, Management and Information Technologies) e IJP (Instituto Jurídico Portucalense) Author https://orcid.org/0000-0002-9066-6441
Euclides Firmino Capitamolo Universidade Portucalense Author https://orcid.org/0000-0001-9586-7683
Fernando Oliveira Tavares Instituto Superior de Ciências Empresariais e do Turismo Author https://orcid.org/0000-0002-9672-8770

DOI:

https://doi.org/10.54580/R0301.10

Keywords:

Banks, Internet Banking, quality of sites, use of online channels, Angola

Abstract

Electronic banking constitutes one of the main vehicle of communication with clients, promoting a greater efficiency and speed in a large set of operations. This study analyzes a total of 395 responses from a survey of bank customers. A descriptive analysis of the results was performed and the Factor Analysis Main Components Analysis was subsequently used to identify two factors responsible for 68,35% of the total variance explained in factor analysis: the importance of using the Internet and its access and ease of using of digital media. The main aim of this paper is to contribute with suggestions to encourage the use of remote channels, so that the Internet Banking service is the preferred channel of communication between banks and customers, to the detriment of their physical presence at the branches. The results evidence that banks should make a greater promotion of the use of Internet Banking, as there is a receptive market for that.

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