LA E-CALIDAD EN LA BANCA ONLINE.
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2018-01-10
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Jaén: Universidad de Jaén
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[ES] Esta investigación es una evaluación global del uso de la banca “online” y su e-calidad para los clientes de las entidades bancarias en España. Este servicio lleva desde el año 1999 a disposición de los usuarios a pesar de no existir una notable participación hasta hace relativamente unos años. La banca ha incentivado su utilización por los usuarios para el ahorro de tiempo del personal de la entidad y disminuir costes. Para lograr conocer la opinión de los encuestados se ha realizado un cuestionario online mediante correo electrónico a personas vinculadas con la Universidad de Jaén. Los resultados obtenidos nos llevan a la conclusión de que hay una necesidad de mejorar las dimensiones de cumplimiento y estética en la e-calidad de la banca online. La principal línea de investigación trata de definir la incertidumbre acerca del futuro de la banca online debido a la inseguridad que bastantes usuarios siguen mostrando a este canal. Además es importante afirmar que aún no se considera que la banca online pueda considerarse un canal exclusivo de contacto entre las entidades y los usuarios en el futuro debido a que para la contratación de servicios sigue siendo necesaria la presencia en las entidades físicas para formalizar los trámites. Probablemente a corto plazo, las sucursales bancarias se dedicarán a la venta de productos financieros exclusivamente.
[EN] This research is a general evaluation of the use of online banking and its e-qualities for clients of banking entities in Spain. This service has existed since 1999 and is at the disposal of users. Until a relatively few years ago user participation of these services was low. E-banking was introduced to save staff time and reduce costs and for these reasons banks to encourage clients to use it. This study was conducted by e-mail with people connected to the University of Jaen. The results obtained have led to the conclusion that there is a need to improve compliance measures and aesthetics in the quality of online banking. The main line of research tries to define the uncertainty about the future of online banking that exists due to the insecurity that users continue to show towards this service. It is also important to affirm that on true banking cannot be an exclusive future channel of contact between entities with their clients, because physical entities are still needed for the contracting and sale of service and the formalization of paperwork. Probably in the short term, bank branches will be dedicated to the sale of financial products exclusively.
[EN] This research is a general evaluation of the use of online banking and its e-qualities for clients of banking entities in Spain. This service has existed since 1999 and is at the disposal of users. Until a relatively few years ago user participation of these services was low. E-banking was introduced to save staff time and reduce costs and for these reasons banks to encourage clients to use it. This study was conducted by e-mail with people connected to the University of Jaen. The results obtained have led to the conclusion that there is a need to improve compliance measures and aesthetics in the quality of online banking. The main line of research tries to define the uncertainty about the future of online banking that exists due to the insecurity that users continue to show towards this service. It is also important to affirm that on true banking cannot be an exclusive future channel of contact between entities with their clients, because physical entities are still needed for the contracting and sale of service and the formalization of paperwork. Probably in the short term, bank branches will be dedicated to the sale of financial products exclusively.