A contribuição da inovação tecnológica na expansão da rentabilidade bancária

Abstract

The present study analyzes the contribution of technological innovation in the expansion of bank profitability. This is relevant because institutions that do not adapt to market changes, especially with regard to technological innovations in customer service, will be subject to a drop in market share, resulting in a decrease in revenues, or even their extinctions. Through qualitative and quantitative research methods, the objective is to identify and describe the impact of the transformation of the digital service model on the profitability of a business unit, known as the Exclusive Office. In this sense, technological innovation, its characteristics and its models are first conceptualized, so that it is possible to focus on the technological innovation of banking and to approach studies that deal with the subject. In this same chapter we draw a history of Bank of Brazil, object of this study, its corporate strategy and its insertion in the digital model. The second chapter deals with the research methodology, the study in a quantitative analysis, the collection of statistical data and a qualitative research with a questionnaire applied, seeking to correlate the profitability indicators with other variables (age, income and sex). Finally, the third chapter relates the empirical and theoretical data to the reality presented in the research and provides suggestions for future studies on financial institutions. This study concludes that technological innovations have a high impact on profitability, even in the short term, and that, often, there is no need for large expenditure of financial resources, only adaptations and interventions in their existing structures. In addition, it was possible to identify new possibilities of segmentation of clients seeking to increase profit.