Event Title

Impact of Demographic Factors on the usage of Internet Banking in Developing Countries: An Empirical Investigation in Kosovo

Session

Management, Business and Economics

Description

Although the provision of financial services through the Internet is expanding daily, the use of online banking by clients in Kosovo is considered to be low and slow. This is regardless of the fact that banks in Kosovo are trying to promote this service and to convince its clients, foremost younger generation and business individuals. Regardless of the importance of this issue, there were no previously conducted specific studies in Kosovo regarding online banking. The aim of this study is to examine the impact of demographic factors such as gender, age, education level, occupation, and income level in the use of internet banking in Kosovo. This study is conducted at the end of 2019 and during the first part of the 2020, just before the pandemic has hit the world, including the area of the investigation. Furthermore, it might serve as a sample to be used for regional countries, due to the similarities between the banking sector and the cultural environment. In order to meet this goal, we have approached the discussion of consumer behavior in general, especially towards online banking. Probable stratified sample was used to get answers from 510 respondents from all over Kosovo. A structured questionnaire was used on closed. The results show that majority of bank’s customers in Kosovo are not currently using online banking as their financial services channel

Keywords:

Internet banking, Demographic factors, Economic development, Developing countries, Customer behavior

Session Chair

Naim Preniqi

Session Co-Chair

Muhamet Gërvalla

Proceedings Editor

Edmond Hajrizi

ISBN

978-9951-437-96-7

Location

Lipjan, Kosovo

Start Date

31-10-2020 10:45 AM

End Date

31-10-2020 12:15 PM

DOI

10.33107/ubt-ic.2020.340

This document is currently not available here.

Share

COinS
 
Oct 31st, 10:45 AM Oct 31st, 12:15 PM

Impact of Demographic Factors on the usage of Internet Banking in Developing Countries: An Empirical Investigation in Kosovo

Lipjan, Kosovo

Although the provision of financial services through the Internet is expanding daily, the use of online banking by clients in Kosovo is considered to be low and slow. This is regardless of the fact that banks in Kosovo are trying to promote this service and to convince its clients, foremost younger generation and business individuals. Regardless of the importance of this issue, there were no previously conducted specific studies in Kosovo regarding online banking. The aim of this study is to examine the impact of demographic factors such as gender, age, education level, occupation, and income level in the use of internet banking in Kosovo. This study is conducted at the end of 2019 and during the first part of the 2020, just before the pandemic has hit the world, including the area of the investigation. Furthermore, it might serve as a sample to be used for regional countries, due to the similarities between the banking sector and the cultural environment. In order to meet this goal, we have approached the discussion of consumer behavior in general, especially towards online banking. Probable stratified sample was used to get answers from 510 respondents from all over Kosovo. A structured questionnaire was used on closed. The results show that majority of bank’s customers in Kosovo are not currently using online banking as their financial services channel