CUSTOMERS’ SATISFACTION FROM E-BANKING: THE CASE OF THE NORTH MACEDONIA

Savica Dimitrieska (), Andrijana Bojadzievska Danevska () and Elena Parnardzieva Stanoevska ()
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Savica Dimitrieska: International Balkan University, Faculty of Economics and Administrative Sciences, Republic of North Macedonia
Andrijana Bojadzievska Danevska: International Balkan University, Faculty of Economics and Administrative Sciences, Republic of North Macedonia
Elena Parnardzieva Stanoevska: International Balkan University, Faculty of Economics and Administrative Sciences, Republic of North Macedonia

Economics and Management, 2022, vol. 19, issue 1, 96-106

Abstract: Today’s humanity lives in an electronic world surrounded by everything that bears a sign “e-”. Hence, as consumers we are faced with e-business, e-marketing, e-learning, e-banking, e-commerce, e-procurement. The electronic age began with the Information Revolution and the advent of the Internet in the second half of the 20th century. The Internet has radically changed the way consumers live, communicate and buy goods and services. Concerning the banking industry, consumers are abandoning the traditional way of using banking services, with physical presence in the bank branches. E-banking, as getting all the banking transactions online, has considerably changed consumer behavior. E-banking has become one of the essential banking services that can, if properly implemented, increase customer satisfaction, and give banks a competitive advantage. Hence, the main idea of this paper is to examine the new consumer behavior related to e-banking. How satisfied consumers are with electronic banking services. What consumers think of e-banking. Data was gathered using a questionnaire that was electronically distributed to consumers. Based on the research, consumers' opinion on e-banking services and what they expect in the future should be determined.

Keywords: e-banking; e-era; customer satisfaction; bank branches; e-banking services (search for similar items in EconPapers)
JEL-codes: M31 M37 M39 (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:neo:journl:v:19:y:2022:i:1:p:96-106

DOI: 10.37708/em.swu.v19i1.8

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