DIGITAL BANKING SERVICES: CASE STUDY IN SMALL BUSINESS

Abstract

The process of relationship between financial institutions and small and micro business-SMB is undergoing a transformation, due to the rise of the digital channels of banking self-service. By using the internet, self-service terminals, tablets and smartphones as a technological resource for your business, the entrepreneur reduces costs and gains mobility. And, in addition, it maintains a face-to-face access channel with the bank relationship managers. Methodologically, the case study approach was used in SMB in the central region of the city of São Paulo (SP). The significant volume of banking businesses in the scenario of SMB emphasizes the need to promote studies with these organizations. This is why we chose to research the digital banking process in its context. We obtained as results, data that enabled the design of a banking service model in the context of SMB and financial institutions.