Fatores de resistência por parte de clientes quanto à utilização dos serviços virtuais

Abstract

This article proposes an analysis regarding factors related to the resistance to technology regarding the use of on-line services by the beneficiaries of a health care provider in Natal-RN. The relevance of this work is due to the need to encourage the use of Online Services and to identify the causes of resistance to the use of these services by means of a non-probabilistic sample for convenience. It will also be addressed, as the resistance reflects in the activities and how the lack of adequate communication between operator and beneficiaries contributes to this issue in order to reduce the resistance of the clients to the use of the Online Services - Services whose interface with an operator is dispensable, aiming at minimizing the number of over-thecounter appointments, as well as streamline the demands that really depend on clientoperator interaction.