Usabilidade e segurança: entre a confiança e a insegurança nos aplicativos bancários

Abstract

In recent years, the financial market has undergone a significant transformation with the rise of digital banks, a shift further intensified by the COVID-19 pandemic, which boosted the use of digital banking services. Usability and user experience have become key factors in the acceptance of mobile banking, requiring investments in technology and security to ensure customer satisfaction. However, despite the digital growth of banks, concerns about security and perceived risks still impact the adoption and continued use of these applications. Thus, the objective of this study is to analyze users' perceptions regarding the usability and security of mobile banking. To conduct this qualitative research, a semi-structured interview was chosen as the data collection technique, involving thirteen residents of Ipatinga - MG who use such applications. For data analysis, content analysis technique was applied. The results showed that the perception of usability and security in mobile banking varies according to user experience, being positive when the elements of operationality and interaction trigger positive feelings of trust and security in users and negative when these elements generate feelings of distrust and insecurity. Additionally, participants suggested improvements such as greater autonomy to solve problems through the app, better visualization of account statements, and enhanced security methods. Therefore, this research contributes to both academia and financial institutions and users by providing insights that can enhance customer experience, strengthen loyalty, and expand the client base of digital banks.