Ambientes virtuais de aprendizagem em agências bancárias de varejo

Abstract

The financial market is becoming more competitive, dynamic, and complex with the entry of new participants, such as digital banks and brokerages. In this context, banking organizations need to pursue excellence as a competitive advantage. E-learning stands out as a low-cost tool for the training of employees in these organizations. The overall objective of this study was to analyze the perception of employees in a bank branch regarding their learning process through the use of the virtual environment provided by the company they work for. A qualitative methodology was used, employing nine semi-structured interviews for data collection. The main findings indicated the use of Virtual Learning Environments as the primary tool for Organizational Learning, with the exchange of experiences and interpersonal relationships being perceived as effective learning mechanisms. Considering the learning model used, some bottlenecks in the learning processes of the interviewed employees were identified in the obtained data. Additionally, the lack of access to indicators that measure prior and subsequent knowledge, skills, and competencies compromised the analysis of the effectiveness of these trainings.