ANALYSIS OF THE USE OF BANKING SEVICES AND MOBILE BANKING

Banke su kroz povijest stalno napredovale u svim svojim segmentima, a tako i u razvoju svojih usluga. Danas gotovo da i ne postoji punoljetna, radno sposobna osoba ili student koji nema potrebu obavljati poslovanje s bankama. Prateći razvoj tehnologije, banke su razvile uslugu mobilnog bankarstva. Mobilno bankarstvo pomoću svojih aplikacija klijentima olakšava njihovo poslovanje s bankama. Diplomski rad „Analiza bankovnih usluga i mobilnog bankarstva“ u svoja prva dva poglavlja nakon uvoda sadrži teorijski dio u kojemu su definirani pojmovi bankarstva, mobilnog bankarstva, a zatim i njihov povijesni razvoj, tržište mobilnog bankarstva u Republici Hrvatskoj te prednosti i nedostaci koje mobilno bankarstvo nosi svojim korisnicima, ali i bankama. Mobilno bankarstvo ima mnoge prednosti u odnosu na tradicionalne bankovne usluge, a neke od njih su: fleksibilnost, brzina, niži troškovi, jednostavnost i mobilnost. Cilj ovoga rada je istražiti koliki udio ispitanika koristi bankovne usluge, a zatim koliki udio njih koristi mobilno bankarstvo. Također, cilj je istražiti i svrhu, način i učestalost korištenja bankovnih usluga i mobilnog bankarstva, a zatim i mogućnost korištenja mobilnog bankarstva u budućnosti. Rezultati istraživanja koje je provedeno za potrebe ovoga rada prikazani su u četvrom i petom poglavlju. Odgovori ispitanika otkrili su da gotovo svi ispitanici koriste usluge banaka, a više od 50% koristi ih mobilno bankarstvo. Ispitanici koriste veliki broj bankovnih usluga, zadovoljni su poslovanjem sa svojim bankama i mobilnim bankarstvom. Gotovo svi ispitanici zadovoljni su mobilnim bankarstvom i nastaviti će ga koristiti u budućnosti, te preporučiti članovima svojih obitelji i prijateljima.Throughout history, banks have been constantly advancing in all their segments as well as developing their services. Today, there is almost no adult, early-skilled person or student who does not need to do business with banks. Following the development of technology, banks have developed a mobile banking service. Mobile banking through its applications to bank customers facilitates their banking operations. The Master work "Analysis of the use of banking services and mobile banking" in its first two chapters after the introduction contains a theoretical part defining the concepts of banking, mobile banking and then their historical development, the mobile banking market in the Republic of Croatia, and the advantages and disadvantages of mobile banking is carried by its customers, but also by banks. Mobile banking has many advantages over traditional banking services, some of which are: flexibility, speed, lower costs, ease of use and mobility. The aim of this paper is to investigate how much of the respondents are using banking services, then how much their share of mobile banking is used. It also aims to explore the purpose, method and frequency of use of banking services and mobile banking, and then the possibility of using mobile banking in the future. The research results carried out for this work are presented in the fourth and fifth chapters. Respondents' responses revealed that almost all respondents use bank services, and more than 50% use mobile banking. Respondents use a large number of banking services, are satisfied with their banking operations and mobile banking. Almost all respondents are satisfied with mobile banking and will continue to use it in the future and recommend it to members of their families and friends