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A Tool for Detecting Neobanking Users

Author

Listed:
  • Aleksandra Amon

    (Institute for Finance and Artificial Intelligence, Faculty of Economics and Business, University of Maribor, 2000 Maribor, Slovenia)

  • Timotej Jagrič

    (Institute for Finance and Artificial Intelligence, Faculty of Economics and Business, University of Maribor, 2000 Maribor, Slovenia)

Abstract

The banking sector is experiencing significant disruption due to technological advancements and evolving customer demand. This study analysed over 2000 banking and/or neobanking users across 28 countries. A multinomial logit model was applied to examine three user characteristics groups: demographics, banking habits, and neobanking habits. Several interesting effects were found. Higher-educated and single users are more likely to use neobanks, while self-employed and lower-income users are less likely. Neobank users prioritize affordability, availability, and speed, while traditional bank users prioritize stability and personal interaction. We have developed a tool to identify clients likely to leave traditional banks, fully or partially, with high reliability. Even partial outflows mean banks lose important services generating significant revenue to competitors. A crucial factor here is the single banking market, which eases switching between banks. Neobanks further reduce barriers, enhancing customer mobility. Moreover, opening an account with a neobank takes only minutes. The findings of this study provide valuable insights for banks and neobanks, allowing for a more comprehensive understanding of users’ characteristics that reflects current customer demand and enables new strategies to better address them.

Suggested Citation

  • Aleksandra Amon & Timotej Jagrič, 2025. "A Tool for Detecting Neobanking Users," IJFS, MDPI, vol. 13(2), pages 1-18, April.
    • Handle: RePEc:gam:jijfss:v:13:y:2025:i:2:p:51-:d:1625362
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    References listed on IDEAS

    as
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    2. Ho, Jonathan C. & Wu, Chorng-Guang & Lee, Chung-Shing & Pham, Thanh-Thao T., 2020. "Factors affecting the behavioral intention to adopt mobile banking: An international comparison," Technology in Society, Elsevier, vol. 63(C).
    3. Dedola, Luca & Ehrmann, Michael & Hoffmann, Peter & Lamo, Ana & Paz-Pardo, Gonzalo & Slacalek, Jiri & Strasser, Georg, 2023. "Digitalisation and the economy," Working Paper Series 2809, European Central Bank.
    Full references (including those not matched with items on IDEAS)

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