Satisfação do usuário idoso quanto a usabilidade e a segurança do autoatendimento bancário

Abstract

This study aims to understand the perception of third age users regarding security and usability aspects in the use of banking self-service and with that measure the level of satisfaction regarding usability and security. In order to achieve this objective, the method chosen was the use of a descriptive research with the application of a questionnaire in the branches of the Caixa Econômica Federal and Banco do Brasil in the cities of Apodi and Pau dos Ferros / RN. Seeking through this, to draw the profile of the interviewees, to assess the main difficulties faced and the preference among the channels of self-service. The results pointed to ATMs as preferences among those interviewed in the age group of 60 to 80 years. Users of Internet Banking and Mobile Banking have a greater degree of autonomy. Satisfaction is at a level that requires attention.