Abstract
The financial system plays an extraordinary role in developing and enriching the domestic economy. E-banking service as an innovative software product and service for customers was introduced few years ago in the country from variety of national and international banks: ProCredit Bank, Raiffeissen Bank, Teb Bank, NLB Bank etc., enabling consumers to have access to their bank accounts over the internet. Since internet usage grows rapidly in the country even adoption of e-banking is expected to flourish. Behavior of customers toward adoption is explained using different behavioral model. The objective of this study is to analyze the consumer-adoption process toward e-banking. The survey is used in this respect, to find out the way they learn, try, and adopt or reject e-banking service. Furthermore, the hypothesis those females are significantly different from males on adoption of e-banking services, it prevails the null hypothesis that gender doesn’t affect adoption of e-banking services. The study reveals the characteristics of the consumers toward ebanking adoption process, such as differences in individual readiness to try new product; the information searching; advertisement and direct marketing influence; and speed rates of adoption and non adoption among genders.
Highlights
E-banking has been present in Kosovo market in recent years at the following banks that are operating within the country: BpB, NLB, TEB, Pro Credit, and Raiffeisen
The data obtained from the questionnairs are analyzed by examining the distribution of responses based on frequencies and many other options provided within Statistical Package for Social Sciences (SPSS)
Inputs related to the data that are used by banks and services such as ebilling, e-salary, e-payments and e-Id applicable by respondents are not covered
Summary
E-banking has been present in Kosovo market in recent years at the following banks that are operating within the country: BpB, NLB, TEB, Pro Credit, and Raiffeisen. E-banking describes banking transactions that are performed via a secured internet application and enables customers without having a need to be physically at bank premises to access their bank information, conduct financial transactions, make all the possible payments worldwide through automated telephone systems or internet banking. Internet penetration in our market is comparable with that of countries with medium level of incomes. It has been transformed by the internet – a new delivery channel that is fast, convenient, available round the clock, and from whatever the customer’s location (Saleh and Andrea, 2002). With combination of two most recent technological advancement-internet and mobile phone, a new service (mobile data service) is enabled and the first such wireless internet commercial transaction is performed by the banking industry (Barnes and Corbitt, 2003)
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