Online banking in Serbia: An analysis of consumer preferences and the need for traditional banking services
This paper discusses the fundamental elements of online banking in Serbia, with an emphasis on user demographics, preferences, and the frequency with which they need to physically visit bank branches. The survey gathered 209 responses between August and December 2024. Although online banking is grow...
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| Format: | Article |
| Language: | English |
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Association of Serbian Banks
2025-01-01
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| Series: | Bankarstvo |
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| Online Access: | https://scindeks-clanci.ceon.rs/data/pdf/1451-4354/2025/1451-43542501012L.pdf |
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| _version_ | 1849425323826872320 |
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| author | Lukić Nikolić Jelena |
| author_facet | Lukić Nikolić Jelena |
| author_sort | Lukić Nikolić Jelena |
| collection | DOAJ |
| description | This paper discusses the fundamental elements of online banking in Serbia, with an emphasis on user demographics, preferences, and the frequency with which they need to physically visit bank branches. The survey gathered 209 responses between August and December 2024. Although online banking is growing increasingly popular, physical presence in banks has not faded entirely, as many customers continue to visit banks for certain services. The Mann-Whitney test results revealed that respondents' gender is not a statistically significant factor in the frequency with which they visit banks. On the other hand, the Kruskal-Wallis test results revealed that age had a significant impact on the frequency of visits to bank branches, with older respondents visiting the banks more frequently. In addition, there are statistically significant differences in respondents' educational levels, with those with greater education visiting banks more frequently. The study's findings provide important guidance for banks on how to build digital services while remaining competitive in the market. |
| format | Article |
| id | doaj-art-9689d817ece84185b135ce30bb2c0b5d |
| institution | Kabale University |
| issn | 1451-4354 2466-5495 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Association of Serbian Banks |
| record_format | Article |
| series | Bankarstvo |
| spelling | doaj-art-9689d817ece84185b135ce30bb2c0b5d2025-08-20T03:29:48ZengAssociation of Serbian BanksBankarstvo1451-43542466-54952025-01-01541123910.5937/bankarstvo2501012L1451-43542501012LOnline banking in Serbia: An analysis of consumer preferences and the need for traditional banking servicesLukić Nikolić Jelena0https://orcid.org/0000-0003-0632-8974Visoka škola modernog biznisa, SerbiaThis paper discusses the fundamental elements of online banking in Serbia, with an emphasis on user demographics, preferences, and the frequency with which they need to physically visit bank branches. The survey gathered 209 responses between August and December 2024. Although online banking is growing increasingly popular, physical presence in banks has not faded entirely, as many customers continue to visit banks for certain services. The Mann-Whitney test results revealed that respondents' gender is not a statistically significant factor in the frequency with which they visit banks. On the other hand, the Kruskal-Wallis test results revealed that age had a significant impact on the frequency of visits to bank branches, with older respondents visiting the banks more frequently. In addition, there are statistically significant differences in respondents' educational levels, with those with greater education visiting banks more frequently. The study's findings provide important guidance for banks on how to build digital services while remaining competitive in the market.https://scindeks-clanci.ceon.rs/data/pdf/1451-4354/2025/1451-43542501012L.pdfonline bankingcontemporary businessuser behavioruser experienceoptimization of digital servicescompetitiveness |
| spellingShingle | Lukić Nikolić Jelena Online banking in Serbia: An analysis of consumer preferences and the need for traditional banking services Bankarstvo online banking contemporary business user behavior user experience optimization of digital services competitiveness |
| title | Online banking in Serbia: An analysis of consumer preferences and the need for traditional banking services |
| title_full | Online banking in Serbia: An analysis of consumer preferences and the need for traditional banking services |
| title_fullStr | Online banking in Serbia: An analysis of consumer preferences and the need for traditional banking services |
| title_full_unstemmed | Online banking in Serbia: An analysis of consumer preferences and the need for traditional banking services |
| title_short | Online banking in Serbia: An analysis of consumer preferences and the need for traditional banking services |
| title_sort | online banking in serbia an analysis of consumer preferences and the need for traditional banking services |
| topic | online banking contemporary business user behavior user experience optimization of digital services competitiveness |
| url | https://scindeks-clanci.ceon.rs/data/pdf/1451-4354/2025/1451-43542501012L.pdf |
| work_keys_str_mv | AT lukicnikolicjelena onlinebankinginserbiaananalysisofconsumerpreferencesandtheneedfortraditionalbankingservices |