Examines user perceptions of online banking applications, showing demographic factors have minimal impact.
This paper examines how demographic factors influence user perceptions of online banking ap-plications, focusing on key aspects such as efficiency, availability, and ease of contact within banking ap-plications. The research was conducted using a specially designed questionnaire that was implemented via the Google Forms platform in electronic form. The questionnaire was distributed to users of online banking in Serbia in the period from August 2024 to February 2025. A total of 198 respondents participated in re-search, with the data analyzed through non-parametric statistical methods, including the Mann-Whitney and Kruskal-Wallis tests. The results indicate no significant differences in users’ perceptions of efficiency, availability, or ease of contact in online banking applications based on gender, age, and education. These findings provide valuable insights into the design and optimization of online banking services, highlighting that demographic factors do not significantly affect user satisfaction in these areas.
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Nikolić Lukić (2025) studied this question.
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