O agravamento da vulnerabilidade do consumidor no âmbito de instituições financeiras digitais e o incremento de fraudes bancárias no Brasil

Abstract

The general objective of this study is to analyze the banking system in terms of customer relationships with remote service (self-service) and the innovation process that banks are being forced to carry out to inhibit electronic fraud, in order to reduce financial losses. In addition, it is intended to establish the link between consumer vulnerability to digital financial institutions, as well as their hyposufficiency in this market economy. The methodology adopted for this study is a bibliographical, exploratory/qualitative review. At the end of this study, it can be observed that, with the inclusion of new communication technologies, especially in consolidated services in the field of the Internet, commercial relations began to adopt new configurations in order to meet specific demands, as in the case of the marketing context that encompasses banking institutions and their relationship with their customers. Faced with the diversity of transactions offered through the virtual channel and the consequent investments made in security, bank fraud has made banking institutions rethink their procedures in terms of innovation, seeking technological tools that give back to the user the security of using these services through the Internet.