IDEAS home Printed from
   My bibliography  Save this book chapter

Digitization of Banking Services and Its Impact on Customer Satisfaction: Case, Republic of North Macedonia


  • Teuta Veseli-Kurtishi

    (South East European University)

  • Shenaj Hadzimustafa

    (South East European University)

  • Edmond Veseli

    (South East European University)


Today, the banking system in the country has become so technologically advanced that almost all banking services are delivered through electronic platforms. Electronic banking in North Macedonia has a relatively recent history of its development. Of course in its beginnings, Electronic Banking has a small number of clients and a low volume of transactions on these platforms. This is due to their reluctance, low penetration of internet in local households or even the small banking development of these e-banking platforms. Two main aspects will be considered in this paper: firstly, the management of the process of digitization of services and products in the Banking System in the Republic of North Macedonia will specifically examine the information security system, the credibility of the measure against the digitalization of the banking system and the risk of social engineering. Second, we will present a survey of 150 respondents on "Bank customers' satisfaction with e-banking in the Republic of North Macedonia and reliability of their data usage. Digital banking as a new business model, offered through multiple integrated channels of electronic banking services is the future of every banking sector in a century when technological innovation knows no bounds. The challenge of the banking sector in Macedonia remains the use of electronic banking services by customers. According to the results, banks need to improve the customer experience in using multiple sales channels. They should proactively encourage more massive use of electronic services, through more favorable pricing of electronic banking services. Customers should also be constantly informed and educated about the use of these services and the risks arising from the use of digital technologies. Research highlights that the highest percentage of users are in favor of digitizing banking services because they benefit in different ways. Some of these benefits for clients include avoiding unnecessary waiting in line to do some work at the bank, avoiding adjusting their personal schedule to that of hours when the bank is open, etc. The findings of our survey also show that bank customers' satisfaction with e-banking in Macedonia and the reliability of their data security during use is high.

Suggested Citation

  • Teuta Veseli-Kurtishi & Shenaj Hadzimustafa & Edmond Veseli, 2020. "Digitization of Banking Services and Its Impact on Customer Satisfaction: Case, Republic of North Macedonia," MIC 2020: The 20th Management International Conference,, University of Primorska Press.
  • Handle: RePEc:prp:micp20:63-72

    Download full text from publisher

    File URL:
    File Function: full text
    Download Restriction: no

    References listed on IDEAS

    1. Marc Helmold, 2020. "Total Revenue Management (TRM)," Management for Professionals, Springer, number 978-3-030-46985-6, September.
    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. Dr. Oloo Caroline, PhD, 2024. "Strategic Planning Impacts on the Performance Dynamics of Micro Enterprises in Kisumu County: An in-Depth Analysis," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(3), pages 219-232, March.


    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:prp:micp20:63-72. 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: Alen Jezovnik (email available below). General contact details of provider: .

    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.