Analysis reveals high client satisfaction with online banking in Serbia, suggesting no sociodemographic influence on usage.
This paper aims to analyze the use of online banking services in Serbia, with a special focus on the frequency of use, the most common services, the level of client satisfaction and sociodemographic differences in satisfaction. In the period from August to December 2024, a total of 196 clients of online banking services in Serbia participated in the research. The research results showed that online banking has become a daily habit for a large number of clients, with the most frequently used services being bill payment, fund transfer and checking account balances. The results indicate that the key factors that influenced clients to use online banking services were flexibility, speed and ease of transaction execution, as well as ease of account monitoring and transaction management. Clients are largely satisfied with online banking services, and applied statistical tests did not show that there are statistically significant differences in client satisfaction relating to gender, age, education or length of use of online banking services.
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Lukić et al. (2025) studied this question.
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