IDEAS home Printed from https://ideas.repec.org/a/vrs/crebss/v4y2018i1p1-13n1.html
   My bibliography  Save this article

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

Author

Listed:
  • Boshkoska Meri

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

  • 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
    as

    Download full text from publisher

    File URL: https://doi.org/10.2478/crebss-2018-0001
    Download Restriction: no
    File URL: https://libkey.io/10.2478/crebss-2018-0001?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Haydar Akyazi & Seyfettin Artan, 2006. "Reflections of the New Economy on the Monetary Policy and Central Banking," Papers of the Annual IUE-SUNY Cortland Conference in Economics, in: Oguz Esen & Ayla Ogus (ed.), Proceedings of the Conference on Human and Economic Resources, pages 373-387, Izmir University of Economics.
    2. Hani AlHaliq & Ahmad AlMuhirat, 2016. "Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector," Asian Social Science, Canadian Center of Science and Education, vol. 12(5), pages 139-139, May.
    3. Imola Drigă, 2014. "Online Banking in The Romanian Banking System," Annals of the University of Petrosani, Economics, University of Petrosani, Romania, vol. 14(2), pages 85-92.
    4. Karmawan, Karmawan & Suhaidar, Suhaidar, 2019. "Effect of Online Systems Quality, Banking Service Product Quality and Customer Trust on the Success of BRI Syari'ah E-Banking Information System," MPRA Paper 91578, University Library of Munich, Germany.
    5. Mohammed Sani Abdullahi & Bashir Mikail Usman & Fatima Binta Salisu & Yusuf Suleiman Muhammad, 2018. "Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(3), pages :296-314, March.
    6. Imola Drigă, 2015. "The rise of mobile banking," Annals of the University of Petrosani, Economics, University of Petrosani, Romania, vol. 15(2), pages 29-36.
    7. Talla Aldeehani, 2018. "Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect," Business and Economic Horizons (BEH), Prague Development Center, vol. 14(2), pages 282-299, April.
    8. Mohan Khanal & Sudip Raj Khadka & Harendra Subedi & Indra Prasad Chaulagain & Lok Nath Regmi & Mohan Bhandari, 2023. "Explaining the Factors Affecting Customer Satisfaction at the Fintech Firm F1 Soft by Using PCA and XAI," FinTech, MDPI, vol. 2(1), pages 1-15, January.
    9. Claudia Isac & Imola Drigă, 2015. "Internet banking services - a business necessity in the third millennium," Annals of the University of Petrosani, Economics, University of Petrosani, Romania, vol. 15(2), pages 53-62.
    10. Abbas Keramati & Hajar Ghaneei & Seyed Mohammad Mirmohammadi, 2016. "Developing a prediction model for customer churn from electronic banking services using data mining," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 2(1), pages 1-13, December.
    11. Wajeeha Aslam & Ayesha Tariq & Imtiaz Arif, 2019. "The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis," Global Business Review, International Management Institute, vol. 20(5), pages 1155-1178, October.
    12. Johan W de Jager & Nuri Wulandari & Elizma Wannenburg, 2020. "Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia," Eurasian Journal of Economics and Finance, Eurasian Publications, vol. 8(4), pages 194-203.
    13. Samuel Godadaw Ayinaddis & Birhan Ambachew Taye & Bantie Getnet Yirsaw, 2023. "Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-18, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:vrs:crebss:v:4:y:2018:i:1:p:1-13:n:1. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Peter Golla (email available below). General contact details of provider: https://www.sciendo.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.