A digitalização do mercado de crédito brasileiro::  Fatores que impactam a escolha do canal de contratação de um empréstimo

Renata Mendonça de Fazio; José Odálio dos Santos; Elizabeth Borelli

doi:10.21710/rch.v33i1.693

Authors

Renata Mendonça de Fazio Pontifícia Universidade Católica de São Paulo https://orcid.org/0000-0002-2328-6094
José Odálio dos Santos Pontifícia Universidade Católica de São Paulo https://orcid.org/0000-0001-6428-723X
Elizabeth Borelli Pontifícia Universidade Católica de São Paulo https://orcid.org/0000-0003-0502-4434

DOI:

https://doi.org/10.21710/rch.v33i1.693

Keywords:

loans, innovation, financial institutions, banking products

Abstract

Due to the current digitalization of the Brazilian Credit market, boosted by the Open Banking and the Resolutions 4.656 and 4.657/2018, consumers have more access to Credit in various contracting channels, besides their bank branch only. This study aims to identify factors that impact on the consumer’s preference for physical or digital channels to take out a Loan. To achieve this goal, a questionnaire was developed and applied, obtaining 498 respondents. The survey addresses interest rates, perception of security in the digital banking environment, customer’s age and acceptance of innovation as factors that influence the decision. It is observed that the satisfactory relationship with the Institution impacts the choice of clients from Traditional Institutions, but not of clients from Non-Traditional ones. The contribution of this study is to bring an approach to the Loan product for the discussion of acceptance of the digital channel, as well as bringing an application to the Brazilian reality on this topic.

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