This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
University for Business Engineering and Management , Banja Luka , Bosnia and Herzegovina
Online electronic services, including banking services, have become an attractive alternative to bank counter services for many clients, because convenience, safety, saving time and independence. To keep their customers and achieve new ones, banks need to understand who the users of electronic services are and how they perceive and evaluate the quality of the existing electronic services. The aim of this work was to identify the users of electronic banking in Republic of Srpska to help participants in the process (banks and e- banking solution providers) to adjust their offers to users. The respondents included in this study were legal entities which use electronic banking services professionally, daily and for significantly more transactions than private individuals, presenting users with more experience and clearer expectations and opinion than private persons. A questionnaire was developed and sent to targeted legal entities by e-mail. The questionnaire contained six questions related to gender, age, city, frequency and period of usage and the bank whose service was used. Seventy-nine (out of 206, response 38,35%) completed and correct questionnaires were obtained from the users. The obtained results showed almost the same number of female and male users (51.89% and 48.11%). Among towns where e-services were used 2/3 responses are belonged to companies with head-office in Banja Luka (67%). The users worked with 11 banks and around 1/3 sent up to 1 payment order daily, 44% sent 3 or more orders daily while some users realized hundreds of payment orders every day. 66% of the users had over 38 years of age and 38% were older than 45 years. Half of them had been using e-banking over 7 years and 73% more than 4 years. These data are basis for future design and adapting e-banking services to clients.
electronic banking, electronic payments, users of electronic banking services, Republic of Srpska
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