The Covid-19 Outbreak and Shifting Effects on Mobile Banking in North Macedonia

Abstract

The need for servicing clients at the branch during and post pandemic period has reduced manifold, with concentration of banks in online channels baked with technology based solutions has overtaken out many of the branch – specific functions. It is obvious the post pandemic era has dramatically shift the banks as well as consumer to a new reality and accelerated the redefining the competitiveness and efficiency in the retail banking in North republic of Macedonia. In this regards, observed changes shows that the online retail banking services, more specifically (Mobile banking) significantly changed and reshaped the banking consumers’ perceptions and new expectations. In this context, the aim of this research paper is to show the crucial factors that drives retail banking consumers in lasting habits for using online product and services. This paper examines the following research questions. 1. What are the main factors that derives banking clients to use online (mobile banking) services. The research method used in this study 1. Questioner. The results of the empirical study are supporting the proposed basic constructs of the model and some specific relationships in terms of pandemic and factors that spur the retail banking clients to shift in mobile banking services.