Millennials e m-banking

: o caso do Millennium bcp

Abstract

Today’s constant new information technology evolution lead to the necessity of developing electronic channels that allow an interaction between companies and clients. The banking industry reflects this tendency with its most recent technological innovation M-Banking, through its apps. Through this evolution we witness a generation different from the past ones in terms of behavioral changes in terms of technological evolution, Generation Millennial. This study focuses on analyzing Millennials’ satisfaction in regards to Millennium bcp’s app with an explanatory approach. The quantitative method was applied, as well as an enquiry (N = 798). The Structural Equation Model was built on independent variables (availability, speed, usability, visual aspects, trust and safety) and moderating variables (gender and age). The results revealed that the global satisfaction index and satisfaction with each app feature were not significantly different in terms of gender or age. The same happens with the intentions of future recommendations and app use. For men and the OM group the availability, speed, usability, trust/speed variables explain the global satisfaction index with the app utilization. For women and YM, just the availability and speed are significantly relevant for the satisfaction index. This might mean that the visual aspect and overall app aesthetic are not relevant to explain satisfaction to any of the before mentioned groups.

Date of Award	12 Jul 2016
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Ricardo Alexandre Morais (Supervisor), Carla Martins (Co-Supervisor) & Albino Andrade (Co-Supervisor)