Desafios digitais no setor financeiro: efeitos das tecnologias da informação e comunicação nas atividades bancárias no Brasil pós 2014
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Data
2020-06-15
Autores
Ribeiro, Elaine Regiane Damaceno
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Universidade Estadual Paulista (Unesp)
Resumo
Em busca de maior eficiência e competitividade, historicamente os bancos mantêm investimentos constantes em tecnologias, notadamente as voltadas para a automatização, informatização e digitalização de processos. Uma das principais consequências contemporâneas é a mudança na forma de relacionamento entre as instituições financeiras e seus clientes. Os canais digitais passam a ocupar cada vez espaço maior em detrimento dos tradicionais, caracterizados pelo atendimento presencial. Assim, a presente dissertação se propõe a fazer um estudo panorâmico dos efeitos das tecnologias da informação e comunicação nas atividades bancárias, averiguando seus reflexos no contexto social do relacionamento entre as instituições e seus clientes no Brasil pós 2014, assim como, caracterizar a difusão da inovação no setor e contextualizar como a adoção massiva dos smartphones alterou hábitos, rotinas e consumo pela população conectada. A pesquisa é de natureza exploratória, de abordagem qualitativa e utiliza revisão bibliográfica fundamentada, principalmente, nos últimos cinco relatórios anuais de Tecnologia Bancária da Febraban e de pesquisas realizadas pelo Banco Central do Brasil (BCB), Comitê Gestor da Internet no Brasil (CGI), institutos especializados em pesquisas e assessorias, além de obras assinadas por especialistas reconhecidos do setor (artigos, dissertações, teses e livros). Como resultado, demonstra-se a influência da evolução tecnológica na alteração de perfil do usuário bancário, essencialmente o digital, a partir das transformações ocorridas na sociedade atual. Evidencia-se, também, a forma como os novos hábitos de uma sociedade conectada interferiram na utilização de canais de atendimento, produtos e serviços oferecidos pelos bancos. Finalmente, o presente trabalho apresenta possíveis tendências promovidas por tecnologias emergentes e pelas novas empresas entrantes no mercado financeiro, as fintechs e big techs.
In search of greater efficiency and competitiveness, banks have historically maintained constant investments in technologies, notably those aimed at automation, computerization and digitalization of processes. One of the main contemporary consequences is the change in the relationship between financial institutions and their clients. Digital channels are increasingly taking up more space at the expense of traditional channels, characterized by face-to-face service. Thus, this dissertation proposes to make a panoramic study of the effects of information and communication technologies on banking activities, investigating their reflexes in the social context of the relationship between institutions and their clients in Brazil after 2014, as well as characterizing the diffusion of innovation in the sector and contextualize how the massive adoption of smartphones changed habits, routines and consumption by the connected population. The research is exploratory in nature, with a qualitative approach and uses a bibliographic review based mainly on the last five annual reports on Banking Technology by Febraban and research carried out by the Central Bank of Brazil (BCB), the Brazilian Internet Steering Committee (CGI) , institutes specialized in research and advisory services, in addition to works signed by recognized experts in the sector (articles, dissertations, theses and books). As a result, the influence of technological evolution in changing the profile of the banking user, essentially the digital one, is demonstrated, based on the transformations that have taken place in today's society. It is also evident how the new habits of a connected society interfered with the use of customer service channels, products and services offered by banks. Finally, the present work presents possible trends promoted by emerging technologies and by the new companies entering the financial market, the fintechs and big techs.
In search of greater efficiency and competitiveness, banks have historically maintained constant investments in technologies, notably those aimed at automation, computerization and digitalization of processes. One of the main contemporary consequences is the change in the relationship between financial institutions and their clients. Digital channels are increasingly taking up more space at the expense of traditional channels, characterized by face-to-face service. Thus, this dissertation proposes to make a panoramic study of the effects of information and communication technologies on banking activities, investigating their reflexes in the social context of the relationship between institutions and their clients in Brazil after 2014, as well as characterizing the diffusion of innovation in the sector and contextualize how the massive adoption of smartphones changed habits, routines and consumption by the connected population. The research is exploratory in nature, with a qualitative approach and uses a bibliographic review based mainly on the last five annual reports on Banking Technology by Febraban and research carried out by the Central Bank of Brazil (BCB), the Brazilian Internet Steering Committee (CGI) , institutes specialized in research and advisory services, in addition to works signed by recognized experts in the sector (articles, dissertations, theses and books). As a result, the influence of technological evolution in changing the profile of the banking user, essentially the digital one, is demonstrated, based on the transformations that have taken place in today's society. It is also evident how the new habits of a connected society interfered with the use of customer service channels, products and services offered by banks. Finally, the present work presents possible trends promoted by emerging technologies and by the new companies entering the financial market, the fintechs and big techs.
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Tecnologias da informação e comunicação, Digitalização bancária, Atendimento digital, Evolução do sistema bancário, Informatização bancária, Mobile banking, Internet banking, Information and communication technologies, Digital service, Banking computerization, Bank digitization, Evolution of the banking system, Mobile banking