摘要：Este artigo estuda os motivos que levam os clientes a continuarem a utilizar os caixas convencionais, em detrimento aos outros meios remotos, tais como os caixas automáticos e internet banking, e sugere ações aos bancos para que esta realidade possa ser mudada; para tanto foi elaborado um questionário semi-estruturado, o qual foi aplicado a quarenta pessoas, de oito agências bancárias, em duas cidades, uma no interior do estado de Minas Gerais e outra em Goiás. Os principais resultados apontaram para as categorias “conveniência”, “dificuldades”, “informação” e “segurança”; as principais proposições de mudança resumem-se nas categorias “acesso à informação”, “ampliação dos serviços” e “medir a satisfação”.
其他摘要：This article examines the reasons why customers continue to use the conventional tellers, to the detriment of other remote means, such as ATMs and internet banking, and suggests actions for banks that reality can be changed; for do it, were designed a semi-structured questionnaire, which was applied to forty people, eight banks, two cities, one in the state of Minas Gerais and Goiás, in Brazil. The main results pointed to the categories "convenience", "difficulties", "information" and "security "; the main proposals for change are summarized in the "access to information", "expansion of services" and "measure satisfaction”.
关键词：caixa-eletrônico; banco; comportamento;MANAGING BANKINGTHE STATEMENT OF NON USE OF INTERNET BANKING AND SELF-SERVICE INSIDE THE CENTRAL BRAZIL;ABSTRACTThis article examines the reasons why customers continue to use the conventional tellers; to the detriment of other remote means; such as ATMs and internet banking; and suggests actions for banks that reality can be changed; for do it; were designed a semi-structured questionnaire; which was applied to forty people; eight banks; two cities; one in the state of Minas Gerais and Goiás; in Brazil;The main results pointed to the categories "convenience"; "difficulties"; "information" and "security "; the main proposals for change are summarized in the "access to information"; "expansion of services" and "measure satisfaction”;KEYWORDSatm; bank; behavior.
