Abstract

PROENCA, João  and  RODRIGUES, Maria Antónia. Use of self-service technologies in the banking services and its influence on consumer behaviour in Portugal . Rev. Portuguesa e Brasileira de Gestão [online]. 2011, vol.10, n.1-2, pp.62-77. ISSN 1645-4464.

Commercial banking has been introducing self-service technologies (SSTs), in the contact with customers, which allows the customer to accede service in an autonomous and timeless form. This option has changed the nature of the service process and customer's behavior. The research analyzes the impact on consumer behavior of self-service technologies, namely ATMs, telephone banking and internet banking. A literature review is presented, as well as, an empirical study that collected data, by means of a questionnaire realized to 300 individuals that represent a sample, by region, gender and age, of Portuguese adult population, living in mainland Portugal. The results call for a users profile and discuss consumer’s behavior of SSTs of Portuguese banking services, and show that SSTs users reveal a higher intention of repurchase, propensity to complain and higher price sensibility than non-users.

Keywords : Self-Service Technologies; Consumer Behavior; ATM; Internet Banking; Telephone Banking.

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