1. The development of e-banking services quality measurement instrument : MPQe-BSDomen Malc, Jasmina Dlačić, Aleksandra Pisnik, Borut Milfelner, 2023, original scientific article Abstract: Perceived service quality is a well-researched concept in the marketing literature. Several measurement scales have been proposed, including for banking services, but most apply to the physical service environment. On the other hand, there is a lack of instruments available to measure the quality of banking services in a digital environment. Nowadays, especially pushed by the COVID-19 situation and sustainable development goals promoted by the United Nations, digitalization of services is a new normal. It is often perceived as a green banking practice and a prerequisite to contribute to the SDGs and environment per se. The purpose of this paper is to develop and validate a perceived quality scale of e-banking services. The proposed measurement model was tested on a convenience sample of 335 respondents from Slovenia and Croatia via web-based questionnaires. Content validity, construct validity, dimensionality, and discriminant validity were assessed with EFA and CFA. The results prove that the instrument is appropriate for measuring the perceived quality of e-banking services. It measures six dimensions: efficiency, availability, contact, design, security, and fulfillment. Additional group analysis shows that the scale applies to different cultural contexts. The main limitation of the research is that the instrument measures only the perceived quality of e-banking services provided through online channels. The main theoretical and managerial implications are also discussed.
Keywords: perceived quality, customer satisfaction, e-banking
Published in DKUM: 16.02.2024; Views: 399; Downloads: 18
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2. The impact of COVID-19 on bank efficiency in the Western Balkans : a DEA approachKaterina Fotova Čiković, Violeta Cvetkoska, Damira Keček, 2023, original scientific article Abstract: This paper aims to assess and compare the relative efficiency of commercial
banks in six Western Balkan developing countries (North Macedonia, Serbia,
Montenegro, Bosnia and Herzegovina (B&H), Kosovo1, and Albania), using the
leading nonparametric methodology Data Envelopment Analysis (DEA) for the
period 2016-2020, and investigating the impact of the COVID-19 pandemics
on the performance of banking systems in these countries. The outputoriented
DEA model has been implemented with interest expenses and noninterest
expenses as inputs and interest revenue and non-interest revenue
as outputs. Our findings show that the average efficiency of the six Western
Balkan banking systems differs, and Kosovo’s banking system has noted the
highest average efficiency in the whole observed period (2016–2020). In
contrast, the banking system in Bosnia and Herzegovina noted the lowest
average efficiency. The COVID-19 pandemic decreased the relative efficiency
of the banking sectors in all six of the Western Balkan countries observed,
except Kosovo. However, additional research that includes all pandemic
years is recommended to assess the impact of the COVID-19 pandemic on
the banking systems in the Western Balkans. This study provides invaluable
insights for academic members, banking management and regulatory bodies,
governments, and the interested public. It is the first empirical study that
includes a glimpse of the first impact of the COVID-19 pandemic on banking
systems in the developing countries of the Western Balkans.
Keywords: banking sector, data envelopment analysis, COVID-19, Western Balkans
Published in DKUM: 05.09.2023; Views: 262; Downloads: 7
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3. Assessment of the state of competition in the banking market in the Russian FederationAnna Rabdanova, Vera Bulatova, 2016, original scientific article Abstract: Competition is one of the factors directly influencing the development of the banking market, the stability of the banking system, and the monetary system as a whole. This article describes the features of banking competition, methods of analysis of banking competition, and an analysis of the current state of competition in the banking market in the Russian Federation. The analysis of banking competition in the Russian Federation was performed using the concentration ratio for the top three companies and the Herfindahl-Hirschman Index. The research concludes with an assessment of the state of competition in the banking market and identification of the barriers to entering the financial services market.
Keywords: Commercial bank, bank competition, banking market, market concentration
Published in DKUM: 03.11.2017; Views: 1594; Downloads: 395
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4. METHODOLOGICAL ISSUES OF THE COMPETITIVE POSITION ASSESSMENT OF THE ICT SUPPORTED BANKAnna Rabdanova, 2017, master's thesis Abstract: Competition is the main driver of the economy. This phenomenon has long been of interest to economists, which subsequently resulted in the creation of several approaches to the concept of competition. Economists developed various methods for assessing competition and the competitive position of the firm. The assessment of competition and competitive position allows the company to understand the situation on the market and develop a strategy in order to take a leading position.
Information and communication technologies (ICT) are rapidly developing around the world. ICT penetrate into all spheres of human life, changing human behavior, in particular our behavior as a consumer. Consumers become more IT-armed; they are no longer satisfied with traditional approaches to customers. As a result, firms also need to change, introducing ICT into their business processes.
The banking sector has its own characteristics that distinguish it from other sectors of the economy. Consequently, the banking competition also has its own characteristics. Banks actively use ICT, introducing them into their internal processes, as well as in the services they provide.
There are two hypotheses in this Master’s Thesis. The purpose of H1 was to investigate how ICT impacts on competitive position of banks in Russia. H2 was that the most important ICT which impacts competitive position of banks in Russia are those which improve the quality of banking services. To prove these hypotheses the case study of PJSC Sberbank was used. The analysis of current state of competition in the Russian banking market also was conducted. In the case study the bank's history was reviewed, its financial and economic activities were analyzed, and Porter’s Five Forces Analysis was conducted. Both hypotheses were accepted.
Keywords: Competition, Competitive position, Banking, ICT, Russia
Published in DKUM: 26.05.2017; Views: 1353; Downloads: 67
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5. User experience with security elements in internet and mobile bankingAleksandra Svilar, Jože Zupančič, 2016, original scientific article Abstract: Background/Purpose: Maintaining a balance between security and a positive user experience in mobile and Internet banking is becoming increasingly difficult for the providers of banking services. The goal of our research is to analyse user opinions about the current situation: how users perceive security and how the authentication methods they are using affect user experience.
Methodology: Data were collected using an online survey among the users of 15 banks operating in Slovenia, and statistical methods were applied to analyse them. Results of the users’ study were evaluated and commented by a limited number of interviewed banking security experts.
Results: The results indicate that the use of mobile banking in Slovenia is relatively low, as only 30 percent of respondents use mobile banking along with Internet banking. Slovenian users perceive security to be the most important factor in mobile and online banking, closely followed by reliability. We also verified whether the users knew which authentication methods they were using: 69% of respondents selected the correct authentication method. The opinion of 88% of respondents was that authentication methods do not limit them when using mobile and Internet banking. Results of the study of user’s opinions did not surprise the experts, although experts’ views about the balance between security and usability diverged considerably.
Conclusion: Our results indicate that, in Slovenia, users of the Internet and mobile banking services regard security to be the most important element in mobile or Internet banking and find user experience less important while they absolutely do want products that are easy to use.
Keywords: internet banking, mobile banking, security, user experience
Published in DKUM: 04.04.2017; Views: 2071; Downloads: 437
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6. Transition report1994 Keywords: Vzhodna Evropa, Srednja Evropa, Rusija, Slovenija, tržno gospodarstvo, ekonomika prehoda, ekonomska rast, ekonomski razvoj, makroekonomija, neposredne tuje investicije, finančne institucije, finance, zakonodaja, bančništvo, Eastern Europe, Central Europe, Russia, Slovenia, market economy, transitional economics, economic growth, economic development, macroeconomics, foreign direct investments, financial institutions, finance, legislation, banking
Published in DKUM: 10.07.2015; Views: 2247; Downloads: 35
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7. Večparametrski hierarhični model za oceno kreditnega tveganja : magistrsko deloRenato Puklavec, 2007, master's thesis Keywords: bančništvo, banke, bančno poslovanje, krediti, tveganje, kreditna sposobnost, boniteta, optimizacija, informacijski sistemi, modeli, banking, banks, banking management, credit, risk, credit rating, reliability, optimization, information systems, models
Published in DKUM: 10.07.2015; Views: 2662; Downloads: 154
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9. International economicsRobert J. Carbaugh, higher education textbook Keywords: international economic relations, globalization, models, economic theories, economic equilibrium, regulation, international finances, tariffs, international traffic of payments, international banks, international banking, international trade, industrial policy, trade policy, exchange rate, international exchange, world, payments, open economy, macroeconomics, economic policy, developed countries, developing countries, multinational companies, balance of payments, texbooks, cases, case study
Published in DKUM: 02.06.2012; Views: 2307; Downloads: 64
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10. Student CD-ROM to accompany Principles of finance, 2eScott Besley, Eugene F. BrighamKeywords: CD-ROM, compact disc, computer application, finance, theory, enterprises, business finance, fundamental analysis, valuation, corporations, decision making, business decision-making, financial market, investment banks, banking systems, money, cash flows, interest rate, taxes, financial statements, end checking, financial planning, income, return on equity, capital, costs, budgeting, dividends, working capital, productions means, investments, investment decision-making, textbooks
Published in DKUM: 02.06.2012; Views: 2228; Downloads: 46
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