The use of digital banking by persons with disabilities

Abstract

The aim of the research is to examine the use of banking services by employed persons with disabilities, viewed through the assessment of daily life activities and the use of digital banking services. The research will cover about 350 bank clients who are employees with disabilities, of both sexes, over 18 years of age. A specially designed questionnaire for research purposes will be used to assess the use of digital banking services. The questionnaire for employed persons with disabilities, consisting of 8 multiple-choice questions, was forwarded to the respondents via e-mail, and part of the respondents was surveyed using the personal interview method. The research was conducted by sending questionnaires to the email addresses of 350 respondents in the territory of the city of Belgrade. During the empirical research, 155 questionnaires were collected. We consider this sample to be representative for the territory of the city of Belgrade. The total number of employed persons with disabilities on the territory of Serbia is 17.500 compared to the total number of inhabitants, which is 6.690.887 (data from the Bureau of Statistics from 2022), which represents 0.26%. Accordingly, the geographical focus only on the city of Belgrade is a limitation of this research, and further scientific and research activity of the author will be directed to the implementation of similar research in a wider geographical area of Serbia and a greater coverage of municipalities throughout the territory of our country. This will more accurately determine the influence of the respondents' geographical characteristics on the degree of development of the attitudes of employed persons with disabilities when it comes to digitalization, the most acceptable distribution channels and client information about the advantages of mobile banking.