文章基本信息

标题：Relacionamento Virtual Via Internet Banking: uma Análise de Respostas de E-Mail
本地全文：下载
作者：Eduardo H. Diniz ; Roseli Morena Porto ; Heloísa Mônaco dos Santos 等
期刊名称：RAC - Eletrônica
印刷版ISSN：1981-5700
出版年度：2007
卷号：1
期号：1
页码：84-99
出版社：Associação Nacional de Pós-Graduação e Pesquisa em Administração
摘要：Internet banking has evolved fast in the last few years. From 1996, when only a few pioneers took the risk of give access to banking services through the Web, today millions of users have transformed Internet banking in one of the most successful e-commerce applications. Since Internet banking can be a channel for keeping a virtual relationship with clients, this paper intends to evaluate the level of response to e-mail sent to banks, assuming that this level of response can give some clues about how banks are doing virtual relationship. To deal with this matter, it was created a method to measure the level of response to e-mail sent by potential clients. This method was tested in a sample of 40 among the most important banks in Brazil and the findings show that virtual relationship through Internet banking is in its initial stages.
关键词：Internet banking ; virtual relationship ; e-mail ; on-line banking ; electronic channel.