ABSTRACT
Objective: This research aims to analyze the perception of quality in e-banking services. For this, a theoretical model was proposed using adapted and validated constructs of the quality of e-banking services, based on the set of three variables: security, ease of use and efficiency.Method/approach: Cross-sectional descriptive quantitative research, through the collection of primary data via google forms. The questionnaire obtained the amount of 367 answers, of which 348 were valid. Statistical techniques were used for data analysis and the results revealed that security, ease of use and efficiency have a positive effect on the quality of the e-service. In addition, the innovation variable was tested and found that it influences the quality and satisfaction of e-banking services.Main Results: The results reveal that the constructs positively influence the quality of the e -service and reinforce the importance of innovation in online banking services, which allow the customer more agility, efficiency and security in banking transactions. Theoretical/practical/social contributions: As a theoretical contribution, this work tested the ServQual scale in the e-service adapted for the Brazilian market. Regarding managerial practices, this research will contribute to banks that use e-banking services, since they build their strategies based on the digital service. Originality/relevance: The present study innovates in testing the ServQual scale in the e -service adapted for the Brazilian market. As well as in carrying out the analysis, the insertion of innovation as a moderator in the perception of quality and satisfaction in the digital banking service.
ABSTRACT
Background: The COVID-19 pandemic brings sudden changes in health care. During the period of social distance and restricted contact, it was necessary to restore the communication between inpatients and their relatives in the oncology setting. Even though we did not find publications about psychosocial virtual visits (VVs) in this context, these video interactions have emerged as an innovative and necessary alternative to support advanced cancer care patients (ACCP). Aim: Identify and describe the implementation of psychosocial virtual visits used in an Oncology Institute. Methods: A quantitative, descriptive, exploratory study Research question: What are the characteristics of virtual visits made with advanced cancer care patients? Data Collection: a retrospective, consultation of clinical files, March to December 2020. Non-probabilistic sample, random type. Participants: ACCP over 18 years old. Data analysis: Descriptive statistics software. This study complied with the ethical norms. Results: The psychosocial VVs directly benefited 707 persons, 145 patients (average age 70) and 562 (with emphasis on 519 relatives and 43 significant others). All visits were carried out by a psychosocial support team. The majority of VVs happened in the oncology service and in the PC services. Of all the patients who were integrated into VVs, 49 were PC service inpatient and 37 of whom died. The VVs allowed us to keep providing holistic care in an advanced disease context. Two brochures were developed related to good practices in VVs, which were disseminated nationwide. Conclusion: The pandemic was a powerful motivator for systemic change and made professionals search for new ways to provide care and connection between patients and their relatives. Although technology does not replace face-to-face visits, it can offer meaningful interactions and contribute to the wellbeing of everyone involved. In the field of advanced disease, we continue to provide PCs to those who need them.