Desafios no acesso a serviços bancários através de aplicativos em dispositivos móveis

Abstract

The development of this study was based on the relationship between technology and the financial market, observing how technological advancements are continuously transforming the sector's dynamics, particularly regarding the usability of financial banking applications.In this context, the general objective of the research is to assess how consumers evaluate the use and access to services through banking applications. Consequently, the specific objectives are structured as follows: to analyze the usability of banking applications using the System Usability Scale; to identify consumer behavioral characteristics in the use of mobile banking applications; and to determine the level of usability of banking applications from the consumer's perspective. The project's methodology involved a quantitative research approach based on Jakob Nielsen's Usability Questionnaire, with anonymous respondents. The research objects were the banking applications available in the National Financial System (SFN) and how respondents evaluated their usability levels. Based on the responses from the questionnaires applied during the methodological phase, the System Usability Scale was employed, resulting in a moderate level of satisfaction regarding the usability of mobile financial applications. Furthermore, the results and final considerations highlight the importance of this study for the continuous improvement of financial institutions and for future academic research