Examining user attitudes towards electronic and mobile banking applications in Serbia
DOI:
https://doi.org/10.71159/bizinfo250024OKeywords:
e-banking, m-banking, digital banking, user experience, application usabilityAbstract
The development of electronic and mobile banking has significantly improved the way users conduct financial transactions, making these services an essential part of modern banking. The aim of this paper is to examine the user experience of e-banking and m-banking application users in Serbia, with a focus on perceived usefulness, ease of use, security, and overall satisfaction. The paper also provides an overview of the functionalities offered by selected banks’ electronic and mobile applications in order to illustrate the level of development of digital banking services. The empirical part of the research is based on an anonymous survey and the application of descriptive methods. The results show that most respondents use these applications daily and consider them useful, easy to use, and important for saving time and money. Perceptions of security are generally positive, although some users still express concerns about the possibility of payment errors. The findings indicate that digital banking services are widely accepted and that user experience plays a key role in their adoption. Further improvement of digital skills and strengthening user trust may contribute to even broader usage of these services.
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