Ir al menú de navegación principal Ir al contenido principal Ir al pie de página del sitio

Vol. 43 Núm. 78 (2024)
Edición especial: La economía global contemporánea

Articulos

Actitudes de los clientes y limitaciones percibidas en relación con los servicios de banca electrónica: una encuesta en Albania

https://doi.org/10.19053/uptc.01203053.v43.n78.2024.17216

Publicado 2024-07-13

  • Armelina Lila
    • ,
  • Christian Tanushev

Armelina Lila
Mediterranean University of Albania

Christian Tanushev
University of National and World Economy image/svg+xml

Resumen

La relevancia del estudio viene determinada por la  necesidad de identificar el nivel de satisfacción de los clientes de los bancos en Albania y las limitaciones percibidas que dificultan el desarrollo de los servicios electrónicos. El objetivo del trabajo es el análisis de la percepción que tienen los clientes de los servicios de banca electrónica, los problemas para garantizar la satisfacción de los clientes y la elaboración de propuestas para su mejora. El enfoque metodológico gira en torno a varios componentes clave: el escrutinio de datos  estadísticos relativos a los servicios bancarios, la realización de análisis bidireccionales para explorar las interacciones entre variables, la administración de encuestas para recabar la percepción de los usuarios, la utilización de métodos gráficos para visualizar los resultados y el empleo de técnicas de generalización para resumir los resultados de la investigación. El análisis del desarrollo del sistema bancario de Albania, que mostró una expansión significativa de los servicios electrónicos para los clientes, un aumento significativo de la parte de las transferencias electrónicas en su número total durante 2010-2022. Una encuesta entre los clientes de los bancos mostró que la disponibilidad y la flexibilidad de los servicios de banca electrónica son los atributos más importantes de su calidad; sin embargo, hay un impacto de las limitaciones percibidas en el aumento del número de usuarios de banca electrónica y se ha demostrado la necesidad de mejorar el servicio al cliente. A pesar de la facilidad y rapidez de las transacciones, la reducción de costes y el ahorro de tiempo, los clientes no califican la banca electrónica como un servicio de alta calidad y demuestran un conocimiento insuficiente de estos servicios. Se corrobora la necesidad de mejorar la comunicación con los clientes y reducir el coste o realizar transacciones bancarias electrónicas básicas de forma gratuita. Los resultados y conclusiones tienen importancia práctica para el desarrollo de la política financiera y crediticia del Gobierno de Albania en la proyección del uso de las tecnologías electrónicas, para los gestores
bancarios en la planificación y comercialización de los servicios bancarios.

Palabras clave

Internet services, banking institutions, information and communication technologies, user behaviour, satisfaction with product quality, Albania

PDF (English) Video

Referencias

  1. Abdullayev, K., Abdullayev, R., Yusifov, E., Babazade, I., & Fataliyeva, G. (2024). Main Areas of Development of the Digital Economy in the Republic of Azerbaijan. Economics of Development, 23(1), 78-88. https://doi.org/10.57111/econ/1.2024.78 DOI: https://doi.org/10.57111/econ/1.2024.78
  2. Aboobucker, I. 2020. What Motivates the Adoption Intention of E-Banking Services: The Moderating Role of Age and Gender. Asian Journal of Management Studies, 1(2), 128-143. https://doi.org/10.4038/ajms.v1i2.38 DOI: https://doi.org/10.4038/ajms.v1i2.38
  3. Kote, K. (2023, 10 de marzo). Albanians Performed over Five Mln Banking Actions Online in 2022. Albanian Daily News. https://albaniandailynews.com/news/albanians-performed-over-five-mln-banking-actions-online-in-2022-
  4. Anamali, A., Zisi, A., & Shosha, B. (2021). Banking Service in Albania: Satisfied…from What? Universal Journal of Accounting and Finance, 9(4), 735-744. https://doi.org/10.13189/ujaf.2021.090419 DOI: https://doi.org/10.13189/ujaf.2021.090419
  5. Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the Effect of Electronic Banking Service Quality on Customer Satisfaction and Loyalty: An Implication for Technological Innovation. Journal of Innovation and Entrepreneurship, 12, 22. https://doi.org/10.1186/s13731-023-00287-y DOI: https://doi.org/10.1186/s13731-023-00287-y
  6. Bank of Albania. (2022). Annual Report 2021. https://www.bankofalbania.org/Publications/Periodic/Annual_Report/Annual_Report_2021.html
  7. Bank of Albania. (2023). Payment Systems Statistics of Albania. https://www.bankofalbania.org/Payments/Payment_systems_statistics/
  8. Beshir, E. S., & Zelalem, B. A. (2020). The Effect of E-Banking Service Quality on Customer's Satisfaction and Loyalty. The Strategic Journal of Business & Change Management, 7(3), 818-832. https://doi.org/10.61426/sjbcm.v7i3.1694 DOI: https://doi.org/10.61426/sjbcm.v7i3.1694
  9. CEIC Data (2022). Albania Number of Commercial Banks. CEIC. https://www.ceicdata.com/en/albania/banks-concentration-indicators/no-of-commercial-banks
  10. Habili, M., Muharremi, O., & Hoxhaj, M. (2022). Analysis of the Variables Influencing People's Propensity to Use Online Banking Services in Albania. International Journal of Finance & Banking Studies, 11(4), 58-65. https://doi.org/10.20525/ijfbs.v11i4.2266 DOI: https://doi.org/10.20525/ijfbs.v11i4.2266
  11. Hoxhaj, M., & Muharremi, O. (2022). Coronavirus: An Empirical Study of the Pandemic's Effect on Albanian Online Banking Services. International Journal of Electronic Banking, 3(2), 121-143. https://doi.org/10.1504/IJEBANK.2022.122229 DOI: https://doi.org/10.1504/IJEBANK.2022.122229
  12. Islam, T., Saif-Ur-Rehman, Abid, Ch. M. S., & Ahmer, Z. (2020). How Perceptions about Ease of Use and Risk Explain Intention to Use Mobile Payment Services in Pakistan? The Mediating Role of Perceived Trust. Pakistan Journal of Commerce and Social Sciences, 14(1), 34-48.
  13. Ismael, D. M., Salah Ali, S., Adel Elsharkawi, S. (2021). Consumers' Intention to Adopt Digital Financial Services in Egypt: An Extended Technology Acceptance Model. Journal of Alexandria University for Administrative Sciences, 58(5), 273-311. https://doi.org/10.21608/acj.2021.208142 DOI: https://doi.org/10.21608/acj.2021.208142
  14. Ismaili, E., & Braimllari, A. (2021). Factors Influencing the Frequency of Use of E-Banking Services in Albania. In 4th International Conference on Recent Trends and Applications in Computer Science and Information Technology. CEUR Workshop Proceedings. https://ceur-ws.org/Vol-2872/paper08.pdf
  15. Jolly, V. (2016). The Inf luence of Internet Banking on the Efficiency and Cost Savings for Banks' Customers. International Journal of Social Sciences and Management, 3(3), 163-170. https://doi.org/10.3126/ijssm.v3i3.15257 DOI: https://doi.org/10.3126/ijssm.v3i3.15257
  16. Karim, M.W., Ulfy, M.A., & Huda, N. (2020). Determining Intention to Use Smartphone Banking Application among Millennial Cohort in Malaysia. International Journal of Management and Sustainability, 9(1), 43-53. https://doi.org/10.18488/journal.11.2020.91.43.53 DOI: https://doi.org/10.18488/journal.11.2020.91.43.53
  17. Kemp, S. (2023). Digital 2023: Albania. DataReportal. https://datareportal.com/reports/digital-2023-albania.
  18. Khlystun, D. (2023). Improvement of the System for Management of Organization's Communication with Consumers by Automating the Service Provision Process in the CRM Environment. Economic Bulletin of Cherkasy State Technological University, 23(1), 19-28. https://doi.org/10.24025/2306-4420.68.2023.284535 DOI: https://doi.org/10.24025/2306-4420.68.2023.284535
  19. Khodakivska, O., Kobets, S., Bachkir, I., Martynova, L., Klochan, V., Klochan, I., & Hnatenko, I. (2022). Sustainable Development of Regions: Modeling the Management of Economic Security of Innovative Entrepreneurship. International Journal of Advanced and Applied Sciences, 9(3), 31-38.
  20. Kör, B., Wakkee, I., & Van der Sijde, P. (2021). How to promote Managers' Innovative Behavior at Work: Individual Factors and Perceptions. Technovation, 99, 102127. https://doi.org/10.1016/j.technovation.2020.102127 DOI: https://doi.org/10.1016/j.technovation.2020.102127
  21. Kumar, A., Mehra, A., & Kumar, S. (2019). Why Do Stores Drive Online Sales? Evidence of Underlying Mechanisms from a Multichannel Retailer. Information Systems Research, 30(1), 319-338. https://doi.org/10.1287/isre.2018.0814 DOI: https://doi.org/10.1287/isre.2018.0814
  22. Le-Hoang, P. V. (2021). Intention to Use M-Banking Application: An Empirical Study in Ho Chi Minh City. Independent Journal of Management & Production, 12(2), 637-653. https://doi.org/10.14807/ijmp.v12i2.1256 DOI: https://doi.org/10.14807/ijmp.v12i2.1256
  23. Majumdar, S., & Pujari, V. (2021). Exploring Usage of Mobile Banking Apps in the UAE: A Categorical Regression Analysis. Journal of Financial Services Marketing, 27, 177-189. https://doi.org/10.1057/s41264-021-00112-1 DOI: https://doi.org/10.1057/s41264-021-00112-1
  24. Markovych, I. (2024). The Influence of Behavioral Encouragement (Monitoring) on the Culture of Consumption. Economic Forum, 1(4), 32-37.
  25. Mishchenko, V., Naumenkova, S., Grytsenko, A., & Mishchenko, S. (2022). Operational Risk Management of Using Electronic and Mobile Money. Banks and Bank Systems, 17(3), 142-157. https://doi.org/10.21511/bbs.17(3).2022.12 DOI: https://doi.org/10.21511/bbs.17(3).2022.12
  26. Mwiya, B., Katai, M., Bwalya, J., Kayekesi, M., Kaonga, S., Kasanda, E., Munyonzwe, C., Kaulungombe, B., Sakala, E., Muyenga, A., & Mwenya, D. (2022). Examining the Effects of Electronic Service Quality on Online Banking Customer Satisfaction: Evidence from Zambia. Cogent Business & Management, 9(1), 2143017. https://doi.org/10.1080/23311975.2022.2143017 DOI: https://doi.org/10.1080/23311975.2022.2143017
  27. Niyazbekova, S., Zverkova, A., Sokolinskaya, N., & Kerimkhulle, S. (2023). Features of the "Green" Strategies for the Development of Banks. E3S Web of Conferences, 402, 08029. https://doi.org/10.1051/e3sconf/202340208029 DOI: https://doi.org/10.1051/e3sconf/202340208029
  28. Palamarchuk, O., & Korkach, I. (2023). Trends in the Development of Digital Marketing in Modern Business Conditions. University Economic Bulletin, 18(2), 63-68. https://doi.org/10.31470/2306-546X-2023-57-63-68 DOI: https://doi.org/10.31470/2306-546X-2023-57-63-68
  29. Prymostka, L., & Kysil, T. (2023). Intelligent Information Systems of the Banking Sector: General Characteristics and Information Environment. Scientific Bulletin of Mukachevo State University. Series "Economics", 10(4), 43-53. https://doi.org/10.52566/msu-econ4.2023.43 DOI: https://doi.org/10.52566/msu-econ4.2023.43
  30. Puci, J., Draci, P., Demi, A. & Merja, Z. (2023). An Assessment of Bank Profitability: Evidence from Albania. International Journal of Applied Economics, Finance and Accounting, 16(1), 86-96. https://doi.org/10.33094/ijaefa.v16i1.924 DOI: https://doi.org/10.33094/ijaefa.v16i1.924
  31. Shrestha, D., Wenan, T., Rajkarnikar, N., & Jeong, S. R. (2020). Consumers Attitude Towards Internet Banking Services in an Underdeveloped Country: A Case of Pokhara, Nepal. Journal of Internet Computing and Services, 21(5), 75-85.
  32. Statista Research Department (2023, 4 sep.). Total Number of Internet Accessible Bank Accounts in Albania from 2008 to 2020. 2021. Statista. https://www.statista.com/statistics/875033/number-of-internet-bank-accounts-albania/
  33. Sulillari, J., & Nasto, K. (2020). E-Banking Services Knowledge and Usage, the Case of Korca city, Albania. International Journal of New Economics and Social Sciences, 12(2), 9-22. https://doi.org/10.5604/01.3001.0014.6878 DOI: https://doi.org/10.5604/01.3001.0014.6878
  34. Vovchenko, O. (2021). Development of the Banks' Risk Management System under Conditions of Uncertainty. Economics of Development, 20(4), 8-15. https://doi.org/10.57111/econ.20(4).2021.8-15 DOI: https://doi.org/10.57111/econ.20(4).2021.8-15
  35. Wójcik, D., & Ioannou, S. (2020). COVID-19 and Finance: Market Developments so far and Potential Impacts on the Financial Sector and Centers. Tijdschrift Voor Economische en Sociale Geografie, 111(3), 387-400. https://doi.org/10.1111/tesg.12434 DOI: https://doi.org/10.1111/tesg.12434
  36. Zhou, M., Geng, D., Abhishek, V., & Li, B. (2020). When the Bank Comes to You: Branch Network and Customer Omnichannel Banking Behavior. Information Systems Research, 31(1), 176-197. https://doi.org/10.1287/isre.2019.0880 DOI: https://doi.org/10.1287/isre.2019.0880

Descargas

Los datos de descargas todavía no están disponibles.

Artículos similares

<< < 7 8 9 10 11 12 13 14 15 16 > >> 

También puede {advancedSearchLink} para este artículo.