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An empirical study of customer usage and satisfaction with e-banking services in the Republic of Macedonia

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  • Boshkoska Meri
  • Sotiroski Kosta

    (Faculty of Economics – Prilep, “St. Kliment Ohridski” University –Bitola, Republic of Macedonia)

Abstract

Recent developments in the field of information and communication technologies (ICTs) have created new opportunities for enhancing both the operations and competitiveness within the banking sector. The application of contemporary ICT-based solutions has resulted in significant changes in the traditional banking business, through the involvement of brand new approaches in the process of distribution of banking products and services to customers. As a part of the services offered by any modern bank, e-banking has become a synonym for an efficient system aimed at delivering traditional banking services through electronic communications channels, available to anybody, anywhere and anytime. The goal of the paper is to perform an empirical analysis of the current situation regarding the level of customer usage and satisfaction with e-banking services in the Republic of Macedonia. The study will enable us to determine which variables affect the level of adoption and satisfaction with е-banking services. The study is fully based on the statistical data analysis of the responses gathered from a representative sample of e-banking customers.

Suggested Citation

  • Boshkoska Meri & Sotiroski Kosta, 2018. "An empirical study of customer usage and satisfaction with e-banking services in the Republic of Macedonia," Croatian Review of Economic, Business and Social Statistics, Sciendo, vol. 4(1), pages 1-13, June.
    • Handle: RePEc:vrs:crebss:v:4:y:2018:i:1:p:1-13:n:1
    DOI: 10.2478/crebss-2018-0001
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    References listed on IDEAS

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    1. Mr. Saleh M. Nsouli & Connel Fullenkamp, 2004. "Six Puzzles in Electronic Money and Banking," IMF Working Papers 2004/019, International Monetary Fund.
    2. Vijay M. KUMBHAR, 2011. "Factors Affecting On Customers’ Satisfaction In E-Banking: Some Evidences Form Indian Banks," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(4), pages 1-14, December.
    3. Imola Drigă & Claudia Isac, 2014. "E-banking services – features, challenges and benefits," Annals of the University of Petrosani, Economics, University of Petrosani, Romania, vol. 14(1), pages 49-58.
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