Avaliação qualitativa de interfaces bancárias, com proposta de diretrizes de projeto.

Abstract

With the growing bank automotion which reaches an increasing number of users with an also growing variety of services, we were motivated to study the relevante factors in the communication between the user and the terminal-"Electtonic Bank" from the users satisfaction point of view. This dissetation presents the results of a statistical analysis based upon an opinion pole applied to the three bigest oficial banks in volume of borrwing and with branches in the northest region of Brazil. From this research it was possible to determine the level of satisfaction of the users and the degree of importance amibuted to each one of the elements in a set of 18 aspects: nine technical and nine the factors human based, all related to the quality of the communication between the user and the banc terminal. From the data analysis, the respondents profile, and the tecnical analysis of these interfaces, it was possible to establish some relaions which were the basis for the proposal of the guidelines for the project of the "eletronic banks" interfaces, which will conuibute to optimize the interaction.