Adoption of internet banking in Bosnia and Herzegovina

Admel Husejinovic,Mirela Husejinović

doi:10.37868/hsd.v3i1.52

Abstract

In this study we investigate the level of adoption of internet banking in Bosnia and Herzegovina across gender, age group and education levels. Data is collected true the google forms questioner. We use descriptive statistics and inferential statistics to test out hypothesis in SPSS 22. We find out that some of the main reasons of not adopting internet in providing some of the banking services are security issue and that clients do not find reason for use of internet banking. Study suggests that significantly lower transaction cost and faster transaction process are important reason for increase in internet banking adoption by clients in Bosnia and Herzegovina. Also, we find out that null hypothesis regarding distribution of internet banking adoption across gender, age group and education level cannot be rejected.

Highlights

As in many successful companies and banks, there is a trend of business globalization, which means that banks find new, more modern and at the same time more efficient ways of placing and distributing their products and services
Many European countries have high level of internet banking use by their population as we can see in our study that there is a trend of increase in use of internet banking in Bosnia and Herzegovina
We investigated reasons of not having opened E-banking account within a bank: “I have no need for Internet banking Account”, and “Security issues” are the most common reasons for not having account

Summary

Introduction

As in many successful companies and banks, there is a trend of business globalization, which means that banks find new, more modern and at the same time more efficient ways of placing and distributing their products and services. It is very important to find the optimal combination of distribution channels so that the service is delivered to clients in the fastest and most effective and efficient way, with expected and perceived quality [1]. This tendency is especially emphasized in the retail business of the so-called retail banking, where distribution channels play a very important role in providing better service and user experience. Clients of banks and financial institutions are allowed access to personal accounts and conducting financial transactions through a public, private networks or the Internet.

Payment instruments in e-banking used in Bosnia and Herzegovina

Adoption of Internet banking in Bosnia and Herzegovina 2009-2017

Literature review

Methodology

Results

Conclusion