As vantagens e desvantagens do autoatendimento bancário no Brasil

Abstract

This scientific research satisfies the interest of analyzing the advantages and disadvantages that self-service banking provides in Brazil. In addition to the advantages and disadvantages, this academic work addresses the use of technology in companies and the importance of banks in the current scenario. To this end, a systematic literature review is used as a methodology that compares existing research literature on a given subject and seeks improvements in the knowledge provided. According to the research carried out, it was noticed that technology, applied to the business sector, leads to gains related to increased productivity, savings, customer satisfaction and practicality. In this sense, as a rule, it is much better for the customer to resolve their banking issues at home, through their bank's app, than to go to the branch and face some bureaucracy. However, disadvantages are also observed, such as structural unemployment and the difficulty of including some groups in the digital environment, such as the elderly and people with special needs. In any case, the advancement of technology could not fail to have an impact on banks and the tendency is for consumers to be able to adapt to this reality, which has good and bad aspects.