Uma análise das postagens dos usuários quanto a sua segurança em aplicativos de instituições financeiras

Abstract

Applications for carrying out financial transactions have been widely adopted by banks to make their services available online. With the diffusion of technology, new financial institutions have emerged bringing with them the proposal to operate 100% digitally, that is, without having physical branches. With the popularization of this new type of financial institution, traditional banks (those with physical branches) began to expand the offer of services provided in their applications. In this way, users began to carry out their financial transactions even more through their bank’s application. On the other hand, this popularization has brought a constant concern, since frauds have become increasingly common in the digital environment. The user experience when using these services can be negatively impacted by security-related issues, and to circumvent this, users of these applications must have the feeling that their data and transactions are held and carried out in a secure manner. Based on this concern, this work proposes to carry out an analysis of the posts regarding their security, consequently the security of their information in applications of financial institutions. For this, an experiment was carried out involving the choice of applications from financial institutions, and based on the opinion of users published in the application stores on the social network Twitter, usage scenarios were identified that may generate concern for users regarding their safety. Based on these analyses, these problems were also mapped in order to point out possible ways to circumvent them.