Communication and preventing damage in the internet use

Abstract

Introduction: The bank communications have done intensive use of new technologies and contents, case of net banking, which creates new possibilities and relationships with the bank customer. He is a consumer who is encouraged to know the services offered by the new channels, to use these attributes, but if he detects restrictions of information or miscommunication, manifests itself in some way. Many consumers are dealing with fraud or damage caused by the virtual access system provided by banks. This context presents innovations in the communication system played by banks and consumers mediated by the internet.

Objectives: To describe the bank communication oriented to prevent damage when their websites are used by consumers.

Methodology: It was searched websites of banks Bradesco, Itaú and Banco do Brasil, besides an opinion poll with 130 users of these net banking.

Results: The banks offer specific and non-standardized spaces on their websites to prevent damage to the consumer in using the net banking, as too customers use such services only partially.

Conclusion: The results cannot be generalized, thus this study serves as a step for that the further works might develop the study object presented in order to measure with greater scope and representativeness the management of prevention of damage to the consumer in the net banking context.