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Satisfação do usuário com as tecnologias da informação nos serviços bancários

Henrique, Jorge Luiz
Fonte: Universidade Federal do Rio Grande do Sul Publicador: Universidade Federal do Rio Grande do Sul
Tipo: Dissertação Formato: application/pdf
POR
Relevância na Pesquisa
35.99%
O presente trabalho, através da interdisciplinaridade entre Sistemas de Informação e Marketing, foi desenvolvido com o objetivo de fornecer uma avaliação do grau de satisfação do cliente bancário, pessoa-física, com a utilização das tecnologias de informática e telecomunicações na realização dos serviços bancários, na cidade de Porto Alegre. Foram consideradas como tecnologias da informação os terminais de autoatendimento, Automated Teller Machines (ATMs) para saques e depósitos, cash-dispenser, terminais de depósitos, terminais de extratos e saldos e dispensadores de cheques, localizados em agências, ante-salas de agências, quiosques em locais públicos e em postos de atendimento, e centrais telefônicas com atendimento humano e URA (Unidade de Resposta Audível). O método seguido foi o proposto por ROSSI & SLONGO (1998), com duas etapas distintas, uma exploratória e a outra descritiva. Os indicadores de satisfação foram selecionados através de levantamento de dados secundários. A pesquisa foi realizada nos meses de julho e agosto 2000, nas salas de auto-serviço do Banco do Brasil. Os clientes entrevistados deveriam estar familiarizados com os serviços telefônicos da empresa pesquisada e terem realizado alguma transação nos terminais de autoatendimento. Para as análises da pesquisa...

A automação bancária e a satisfação do cliente do Banco do Brasil

Schwingel, Charles Jorge
Fonte: Universidade Federal do Rio Grande do Sul Publicador: Universidade Federal do Rio Grande do Sul
Tipo: Dissertação Formato: application/pdf
POR
Relevância na Pesquisa
35.99%
O presente trabalho foi desenvolvido com o objetivo de fornecer uma avaliação do grau de satisfação do cliente bancário, pessoa-física, com a utilização das tecnologias da informação e do auto-atendimento na realização dos serviços bancários, na cidade de Lajeado. Foram consideradas como tecnologias da informação os terminais de auto -atendimento, Automated Teller Machines (ATMs) para saques e depósitos, cash-dispenser, terminais de depósitos, terminais de extratos e saldos e dispensadores de cheques, localizados em agências, salas de auto-atendimento, quiosques em locais públicos e em pontos de atendimento. O método seguido foi o proposto por ROSSI & SLONGO (1998), com duas etapas distintas, uma exploratória e a outra descritiva. Os indicadores de satisfação foram selecionados através de levantamento de dados secundários e entrevistas de profundidade. A pesquisa foi realizada nos meses de junho e julho de 2001, nas salas de auto-serviço do Banco do Brasil. Os clientes entrevistados deveriam ter realizado alguma transação nos terminais de auto-atendimento. Para as análises da pesquisa, foram considerados fatores sobre pontos de auto-atendimento, processamento de transações, comunicação com clientes...

A fila ou a máquina : uma difícil escolha para muitos

Fröhlich, Roberto Carlos
Fonte: Universidade Federal do Rio Grande do Sul Publicador: Universidade Federal do Rio Grande do Sul
Tipo: Trabalho de Conclusão de Curso Formato: application/pdf
POR
Relevância na Pesquisa
35.99%
O presente estudo procura conhecer o perfil, a satisfação e as causas das resistências apresentadas pelos usuários do serviço de atendimento humano junto aos caixas de uma agência bancária da cidade de Sapiranga, na qual foram entrevistados 100 usuários do serviço, através da pesquisa survey. Para as organizações obterem êxito, precisam conhecer o perfil dos seus clientes. A amostra constitui-se de uma população que possui conta bancária e utiliza senha e cartão magnético, confiam nos serviços do auto-atendimento, porém, têm dificuldades em executá-los sem auxílio. Ao analisar o comportamento dos entrevistados, percebe-se o quanto o banco pode melhorar a qualidade de seus serviços, disponibilizando informações para a realização dos diversos serviços oferecidos pelo Banco e conveniados, bem como manter um número de funcionários suficiente para garantir o atendimento das necessidades dos clientes nas salas de auto-atendimento. Conclui-se que a população entrevistada não está familiarizada com o ambiente digital, encontrando-se insatisfeita com a forma que está sendo forçada a utilizar os serviços, sem auxílio e esclarecimentos devidos. A população sente-se despreparada para operacionalizar o sistema.; The present study intends to know the profile...

The Elderly Consumer and Adoption of Technologies

Gilly, Mary C.; Zeithaml, Valarie A.
Fonte: Oxford University Press Publicador: Oxford University Press
Tipo: Artigo de Revista Científica Formato: text/html
EN
Relevância na Pesquisa
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The study investigated adoption of several key consumer-related technologies by the elderly. Specifically, the adoption of scanner-equipped grocery stores, electronic funds transfer, automated teller machines, and custom telephone calling services was compared in an elderly and a nonelderiy sample of consumers. Results indicated that lower percentages of the elderly group were in the trial and adoption stages for most of the innovations. However, elderly consumers were more likely to adopt electronic funds transfer. The elderly also used sources of information to different degrees than did the nonelderly to learn about innovations.

Design, analysis, and control of a bill deskewing device for automated teller machines

Levinsky, Ross Bennett
Fonte: Massachusetts Institute of Technology Publicador: Massachusetts Institute of Technology
Tipo: Tese de Doutorado Formato: 85 leaves; 4019335 bytes; 4028570 bytes; application/pdf; application/pdf
EN_US
Relevância na Pesquisa
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by Ross Bennett Levinsky.; Thesis (M.S.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering, 1992.; Includes bibliographical references (leaves 84-85).

O impacto das tecnologias da informa??o e comunica??o na localiza??o dos servi?os banc?rios e sua rela??o com a estrutura intraurbana da Regi?o Metropolitana de Bel?m

SOUZA, Rosa Maria Chaves da Cunha e
Fonte: Universidade Federal do Pará Publicador: Universidade Federal do Pará
Tipo: Dissertação de Mestrado
POR
Relevância na Pesquisa
36.37%
Trata-se de uma pesquisa explorat?ria sobre a rela??o entre novas tecnologias da comunica??o e informa??o (TICs), servi?os banc?rios e estrutura intraurbana, mediante a an?lise das transforma??es observadas nesses servi?os nas tr?s ?ltimas d?cadas e na distribui??o espacial de seus canais de atendimento na Regi?o Metropolitana de Bel?m (RMB). A partir de an?lises conceituais sobre as novas TICs, s?o abordadas as rela??es que v?m sendo estabelecidas entre essas tecnologias e o espa?o urbano, situando os servi?os banc?rios no contexto das transforma??es por elas induzidas e analisando-as em rela??o ao Brasil. Entre os trabalhos que discutem a estrutura do espa?o urbano, n?o foram identificados estudos abordando especificamente os reflexos das TICs sobre esse espa?o; tampouco foram identificadas an?lises sobre o processo de estrutura??o intraurbana da RMB. Buscou-se apoio em teorias de localiza??o da firma banc?ria em espa?o intraurbano, busca que tamb?m resultou infrut?fera. Decidiu-se desenvolver uma pesquisa emp?rica a partir dos endere?os dos canais de atendimento em duas etapas: a que trata das ag?ncias no per?odo de 1980 a 2010 e a que abrange todos os canais de atendimento no ano de 2010. A an?lise dos mapas, gr?ficos e tabelas...

Measuring Financial Inclusion : The Global Findex Database

Demirguc-Kunt, Asli; Klapper, Leora
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Relevância na Pesquisa
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This paper provides the first analysis of the Global Financial Inclusion (Global Findex) Database, a new set of indicators that measure how adults in 148 economies save, borrow, make payments, and manage risk. The data show that 50 percent of adults worldwide have an account at a formal financial institution, though account penetration varies widely across regions, income groups and individual characteristics. In addition, 22 percent of adults report having saved at a formal financial institution in the past 12 months, and 9 percent report having taken out a new loan from a bank, credit union or microfinance institution in the past year. Although half of adults around the world remain unbanked, at least 35 percent of them report barriers to account use that might be addressed by public policy. Among the most commonly reported barriers are high cost, physical distance, and lack of proper documentation, though there are significant differences across regions and individual characteristics.

Transforming Microfinance Institutions : Providing Full Financial Services to the Poor

Ledgerwood, Joanna; White, Victoria
Fonte: Washington, DC: World Bank Publicador: Washington, DC: World Bank
EN_US
Relevância na Pesquisa
35.99%
In response to a clear need by low-income people to gain access to the full range of financial services including savings, a growing number of microfinance NGOs are seeking guidelines to transform from credit-focused microfinance organizations to regulated deposit-taking financial intermediaries. In response to this trend, this book presents a practical "how-to" manual for microfinance institutions to develop the capacity to become licensed and regulated to mobilize deposits from the public. This book provides guidelines for regulators to license and regulate microfinance providers, and for transforming microfinance institutions to meet the demands of two major new stakeholders -regulators and shareholders. As such, it focuses on developing the capacity of NGO microfinance institutions to mobilize and intermediate voluntary savings. Drawing from worldwide experience, it outlines how to manage the transformation process and address major strategic and operational issues inherent in transformation including competitive positioning...

Assessing Financial Access in Brazil

Kumar, Anjali; Beck, Thorsten; Campos, Cristine; Chattopadhyay, Soumya
Fonte: Washington, DC: World Bank Publicador: Washington, DC: World Bank
EN_US
Relevância na Pesquisa
35.99%
This paper is organized as follows: Chapter 1 Introduction. Chapter 2 investigates the extent to which the supply of banking services has increased or diminished over time, and also analyzes factors underlying the spatial distribution of banking services, and the relative roles of public and private banks. Chapters 3 and 4 look at the use of financial services by urban individuals and analyze factors accounting for differentials in access-in particular the importance of regional and local differentials in access, the role of public versus private financial institutions, and the role of individual characteristics that could serve as proxies for information on creditworthiness. The final chapter summarizes the findings of this paper.

Sri Lanka : Improving Access to Financial Services, Selected Issues

World Bank
Fonte: Washington, DC Publicador: Washington, DC
EN_US
Relevância na Pesquisa
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Sri Lanka has made significant achievements in the provision of financial services in some areas, but there are still critical market segments that remain underserved, especially for small and rural enterprises. Low-income households could also benefit from access to a more diverse set of financial products, such as enhanced remittances and payment services, longer-term savings instruments, insurance products, and improved access to housing finance. The complexity and diversity of the needs suggest that various approaches have to be examined and that a broad range of institutions can be engaged in the delivery of financial services. This report analyzes opportunities for expanding services to key underserved markets. Chapter 2 looks at the expansion of financing opportunities for small businesses. Chapter 3 complements the analysis of Chapter 2 by examining how to improve finance for agriculture through supply chains. Chapter 4 focuses on delivery channels for rural remittances. Remittances to Sri Lanka have been growing rapidly, and the risks posed by informal networks need to be minimized. Moreover, linking migrants to formal financial institutions will yield additional benefits by exposing them to a broad range of financial services (such as savings...

Financial Inclusion in Africa : An Overview

Demirgüç-Kunt, Asli; Klapper, Leora
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
EN_US
Relevância na Pesquisa
35.99%
This paper summarizes financial inclusion across Africa. First, it provides a brief overview of the African financial sector landscape. Second, it uses the Global Financial Inclusion Indicators (Global Findex) database to characterize adults in Africa that use formal and informal financial services and identify the barriers to formal account ownership. Next, it uses World Bank Enterprise Survey data to examine how the use of financial services by small and medium enterprises in Africa compares with small and medium enterprises in other developing regions in terms of account ownership and availability of lines of credit. The authors find that less than a quarter of adults in Africa have an account with a formal financial institution and that many adults in Africa use informal methods to save and borrow. Similarly, the majority of small and medium enterprises in Africa are unbanked and access to finance is a major obstacle. Compared with other developing economies, high-growth small and medium enterprises in Africa are less likely to use formal financing, which suggests formal financial systems are not serving the needs of enterprises with growth opportunities.

Niger - Rural Financial Services : Expanding Financial Access to the Rural Poor

World Bank
Fonte: Washington, DC Publicador: Washington, DC
EN_US
Relevância na Pesquisa
35.99%
The main objective of this study is to identify the major impediments to access to financial services in rural areas, and provide practical recommendations to address the identified problems. The study aims to inform on rural finance policies and innovative instruments by examining both supply and demand sides including an identification of non-financial issues that restrict development of the rural financial sector. Addressing the lack of rural access to financial services in the Niger development process continues to figure prominently on the Government agenda without, however, a systematic action plan and strategy. Adopting ad hoc solutions (such as the creation of an agricultural development bank) without addressing the structural issues that limit access to financial services will, unfortunately, not yield any positive long lasting results.

The Foundations of Financial Inclusion : Understanding Ownership and Use of Formal Accounts

Allen, Franklin; Demirguc-Kunt, Asli; Klapper, Leora; Peria, Maria Soledad Martinez
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
EN_US
Relevância na Pesquisa
35.99%
Financial inclusion -- defined here as the use of formal accounts -- can bring many welfare benefits to individuals. Yet we know very little about the factors underpinning financial inclusion across individuals and countries. Using data for 123 countries and over 124,000 individuals, this paper tries to understand the individual and country characteristics associated with the use of formal accounts and what policies are effective among those most likely to be excluded: the poor and rural residents. The authors find that greater ownership and use of accounts is associated with a better enabling environment for accessing financial services, such as lower account costs and greater proximity to financial intermediaries. Policies targeted to promote inclusion -- such as requiring banks to offer basic or low-fee accounts, exempting some depositors from onerous documentation requirements, allowing correspondent banking, and using bank accounts to make government payments -- are especially effective among those most likely to be excluded. Finally...

IFC Mobile Money Study 2011

International Finance Corporation
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Trabalho em Andamento
EN_US
Relevância na Pesquisa
35.99%
Although a number of m-money businesses have emerged around the world, few have reached significant scale. Overall, m-money uptake is limited when contrasted with its apparent promise of reaching the unbanked and underserved, servicing existing banking clients, and being a means for realizing a cashless society. This study examines the following in more detail: existing major money flows and the critical mass of low-value, high-volume payment transactions and whether m-money can be used for them (i.e., potential demand); regulatory environment and major obstacles for m-money uptake; business models of partnering institutions; payment behavior of users and nonusers (banked and unbanked), in particular where they receive funds and how they use money, including alternative means; and existing and potential agents networks, their requirements to run m-money as a viable business, and their training needs. This report provides detailed information on Thailand regarding five main topics, business models, money flows and demand...

Financial Inclusion and Consumer Protection in Peru

Superintendence of Banks, Insurance and AFPs of Peru; Consultative Group to Assist the Poor
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Relatório
EN_US
Relevância na Pesquisa
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As part of its Global Policy Initiative, Consultative Group to Assist the Poor (CGAP) partnered with the Superintendence of Banks, Insurance and AFPs of Peru in late 2008, with the purpose of enhancing the understanding of the issues and trends in consumer relations when financial services are delivered through branchless banking, particularly through agents, which are used in ever increasing scale in Peru. The product was this joint report. Three other countries with relevant experience in branchless banking (Kenya, Brazil and India) participated in a similar exercise at approximately the same time. As in the case of Peru, the exercise gave an opportunity for regulators of each jurisdiction to look at their regulatory and institutional framework for protecting branchless banking users, evaluate their regulatory and supervisory actions, and identify areas for improvements. A forthcoming CGAP focus note complements the effort, by making an overall evaluation of the lessons learned in these countries and drawing on the knowledge from other pioneer countries such as South Africa...

ATM withdrawals, debit card transactions at the point of sale and the demand for currency

Carb?? Valverde, Santiago; Rodr??guez Fern??ndez, Francisco
Fonte: Springer Publicador: Springer
Tipo: Artigo de Revista Científica
ENG
Relevância na Pesquisa
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Debit cards are employed for cash withdrawals at automated teller machines (ATMs) and for purchasing transactions at point-of-sale (POS). In this paper, we explore, for the first time to our knowledge, the determinants of debit card transaction volumes at ATM and POS, the relationship between these two alternative usages of cards and its impact on the demand for currency. We employ a unique database that considers the two-sided nature of debit cards to explore these issues. The results suggest that the intensity of the use of ATMs and POS have a large economic impact one on another. We also find a net negative effect of transactions with debit cards on the demand for currency since the positive impact of ATM usage is lower in absolute terms than the negative effect of POS volumes.

ASEAN Services Integration Report

ASEAN Secretariat; World Bank
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Working Paper; Publications & Research :: Working Paper; Publications & Research
ENGLISH; EN_US
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The Association of Southeast Asian Nations (ASEAN) brings together ten countries with over 620 million people and a combined gross domestic product of more than USD 2.5 trillion. These countries are well integrated into the global economy and have benefited from this integration. And, as evidenced by their adoption of the ambitious goal of forming an ASEAN Economic Community (AEC) by 2015, they are committed to even deeper regional integration. This report takes stock of ASEAN’s achievements in services integration, delineates the potential gains from further integration and highlights the challenges that remain. Recognizing the role of services in spurring economic growth and job creation, including in manufacturing and agriculture, regional policymakers have committed to an ambitious plan for integrating their services sectors as a core element of the AEC. As the report highlights, there are successes in some sectors, such as in health in Thailand, education in Malaysia and finance in Singapore, on which future actions can build. Nevertheless...

Mandatory participation in the direct deposit system for U.S. Navy members: issues and concerns

McClellan, Molly J.
Fonte: Monterey, California. Naval Postgraduate School Publicador: Monterey, California. Naval Postgraduate School
Tipo: Tese de Doutorado
Relevância na Pesquisa
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Approved for public release, distribution unlimited; This thesis discusses issues pertaining to the implementation of a mandatory direct deposit policy by the U.S. Navy. Research was concentrated on issues of concern to the afloat community and personal financial management. Availabilit: of cash underway, the impact of shipboard ATM's and the ability of the Navy's various afloat pay data entry systems to provide accurate and timely service in a direct deposit environment were analyzed. The personal financial management skills necessary for successful interaction with the Direct Deposit System were defined and the Navy's current means of providing training to acquire those skills were explored. Among the conclusions reached by the author are that the Navy's current afloat pay data entry systems cannot provide sufficiently Limely or accurate service to support a mandatory direct deposit policy, and that the Navy's current means of providing relevant personal financial management skills training are inadequate to prepare Navy members for a mandatory direct deposit policy.; Lieutenant, United States Navy

Anti-Money Laundering and Combating the Financing of Terrorism : Mali

World Bank
Fonte: GIABA and the World Bank, Washington, DC Publicador: GIABA and the World Bank, Washington, DC
Tipo: Economic & Sector Work :: Other Financial Accountability Study; Economic & Sector Work
ENGLISH; EN_US
Relevância na Pesquisa
36.14%
This assessment of the Anti-Money Laundering and Combating the Financing of Terrorism (AML-CFT) regime in Mali was conducted on the basis of the Forty Recommendations of 2003 and the Nine Special Recommendations on the financing of terrorism drawn up in 2003 and 2001, respectively, by the Financial Action Task Force (FATF), and on the AML-CFT Methodology of 2004. The assessment was based on the laws, regulations, and other materials supplied by community institutions (in particular the Central Bank of West African States (BCEAO), the Banking Commission of the West African Economic and Monetary Union (BC-WAEMU) and the Inter-ministerial Group for Action Against Money Laundering in West Africa (GIABA)) and by the national authorities of Mali, as well as the information gathered in the course of the country visit from February 4 to 14, 2008. During its visit, the assessment team met with the managers and representatives of all the relevant government agencies and the private sector. This report provides a summary of the AML/CFT measures in force in Mali as at the date of the on-site visit or immediately thereafter. It describes and analyzes those measures...

AUTOMATED TELLER MACHINES’ ADOPTION: AN APPLICATION OF THE TECHNOLOGY ACCEPTANCE MODEL; MODELO TECHNOLOGY ACCEPTANCE MODEL - TAM APLICADO AOS AUTOMATED TELLER MACHINES - ATM’S DOI: 10.5585/rai.v4i1.81

Costa Filho, Bento Alves da; Pires, Péricles José; Hernandez, José Mauro da Costa
Fonte: Universidade de São Paulo. Economia, Administração e Contabilidade Publicador: Universidade de São Paulo. Economia, Administração e Contabilidade
Tipo: info:eu-repo/semantics/article; info:eu-repo/semantics/publishedVersion; Formato: application/pdf
Publicado em 04/05/2007 POR
Relevância na Pesquisa
66.74%
The objective of this study is to evaluate the applicability of an adapted version of the Technology Acceptance Model (TAM) to the Automated Teller Machines (ATM) adoption. TAM, originally developed by Davis (1989) and later adapted by Gefen (2003) was based on the Theory of Reasoned Action (Ajzen & Fishbein, 1980) and has been broadly used to identify the antecedents to behavioral intention. Specifically, in this study it was used to analyze the relationship between habit and the two main constructs of TAM, perceived utility and perceived ease of use. Automated teller machines were chosen as object of the study because it has already been adopted by a large part of the population, making easier to evaluate the habit construct, incorporated by Gefen (2003) to the Technology Acceptance Model.; Este trabalho tem como escopo a avaliação da aplicação do modelo de aceitação de tecnologia (Technology Acceptance Model - TAM) adaptado para usuários de caixas-automáticos (automated teller machines - ATM). O modelo TAM, desenvolvido por Davis (1989) e adaptado por Gefen (2003), tomou como base a consagrada Teoria da Ação Racionalizada (Theory of Reasoned Action - TRA), desenvolvida por Ajzen e Fishbein (1980), para avaliar antecedentes de intenção de comportamento. Foram analisadas as implicações do hábito como antecedente de dois dos mais importantes constructos do TAM...