Selected Aspects Of E-Banking Services Perception Based On Users’ Opinion – The Case Of Pleszew County Residents In The Wielkopolska Region

This study examines selected aspects of the perception of e-banking services based on users’ opinions. The aim was to assess the actual availability of e-banking services for residents of Pleszew County in southern Wielkopolska. The research was conducted as a pilot study at the turn of 2021 and 2022. An original questionnaire was developed, consisting of 24 closed questions and a demographic section. Using the diagnostic survey method, opinions were collected from a representative sample of bank customers from six municipalities. Respondents were categorized according to gender, age, place of residence, education, and professional activity. The results were aggregated and discussed using comparative and descriptive analysis tools. The findings show that the vast majority of Pleszew County residents who are bank customers use e-banking services, particularly internet banking, mobile banking, terminals, and payment cards. Users mainly performed electronic transfers, made in-store payments (with payment cards and the BLIK system), and monitored their account balances. Despite the risks resulting from the period of economic uncertainty (pandemic), the residents of Pleszew County were not financially excluded. They readily used various e-banking communication channels and expressed satisfaction with modern banking services. Nevertheless, a positive assessment of e-banking accessibility does not imply the absence of concerns about potential threats. These were primarily related to difficulties in operating online and mobile applications, as well as the need to enhance transaction security, especially in the areas of personal data protection and cybersecurity.