Percepção da qualidade do e-service bancário: uma adaptação da escala e-ServQual

Antônio Erivando Xavier Júnior, Luciana Batista Sales, Adriana Martins De Oliveira, Claudimar Pereira Da Veiga, José Anízio Rocha De Araújo

Abstract


Objetivo: Este artigo propõem uma variação da escala e-ServQual desenvolvida por Herington e Weaven (2009) a partir de um conjunto de itens e dimensões capazes de captar a percepção de qualidade do e-servicebancário. 

Metodologia: Foi realizado um estudo qualitativo (n = 8) e quantitativo com dados primários e secundários (n = 226) coletados por meio de questionário estruturado, utilizando amostragem de um grupo de entrevistados no Brasil. Para analisar os dados foram utilizadas técnicas estatísticas, com ênfase na Análise Fatorial Exploratória.

Resultado: O modelo apresentou bons indicadores de qualidade de ajuste, atendendo os requisitos de confiabilidade interna, validade convergente e discriminante, com um poder de explicação de 70,95% da variância total. 

Originalidade: Este artigo apresenta uma escala para captar a percepção da qualidade dos e-servicesbancários em contexto local, como também contribui ao disseminar o conhecimento sobre essa temática.


Palavras-chave: Comportamento do consumidor; internet banking; banco virtual; segurança de dados.

 

 

[ENG]

Title: "Perception of the quality of Brazilian banking e-service: an adaptation of the e-ServQual scale"

Abstract

Purpose: This paper proposes a variation of the e-ServQual scale developed by Herington and Weaven (2009) from a set of items and dimensions capable of capturing the perception of banking e-service quality.

Methodology: A qualitative (n = 8) and quantitative study was performed with primary and secondary data (n = 226) collected through a structured questionnaire, using a sample of a group of respondents in Brazil. Statistical techniques were used to analyze the data, with emphasis on Exploratory Factor Analysis and Confirmatory Factor Analysis.

Results: The model presented good fit quality indicators, meeting the requirements of internal reliability, convergent and discriminant validity, with an explanatory power of 70.95% of the total variance.

Implications: It derives from the contribution to improving the quality of banking e-service from the perception of its customers, corroborating that managers can develop a service quality management system in identifying and overcoming obstacles, with improvements in the quality of service provided.

Limitations: The sample used is non-probabilistic, it is not possible to ensure that similar results are obtained by replicating this study.

Originality: The innovation of this article lies in the fact that it presents a scale to capture the perception of the quality of banking e-services in the Brazilian market, as well as contributing to the dissemination of knowledge on this subject.

 

Keywords: Consumer Behavior; internet banking; virtual bank; data security.



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