QUALITY OF E-BANKING SERVICES AND USERS SATISFACTION WITH E-BANKING SERVICES

Banke so bile od nekdaj pomemben vir financiranja posameznikov. S pomočjo informacijske tehnologije so kot številna druga uspešna podjetja bile prisiljene v svoje poslovanje vključiti tudi spletno bančništvo. Ker je konkurenca v bančnem sistemu danes na trgu zelo velika je za banke pomembno, da nenehno preverjajo kakovost svojih storitev, ki jih ponujajo, ter na podlagi tega izboljšujejo svoje poslovanje. Da bi lahko to zagotovili morajo ponudniki tovrstnih storitev raziskati želje strank, ter na podlagi njihovih pričakovanj oblikovati ustrezne ponudbe, da bi zadovoljile njihove potrebe. Čas gospodarske krize nam je prinesel, da so posamezniki še posebej pozorni na stroške, ki nastanejo pri bančnem poslovanju in hkrati tudi prinesel vedno zahtevnejše uporabnike tovrstnih storitev. V osrednjem delu smo se osredotočili na podrobnejšo predstavitev finančnega vidika vrednotenja e-bančnih storitev izbranih bank, ter ugotovili, da banke v večji meri ponujajo podobne storitve, kljub temu pa se stroški pri poslovanju nekoliko razlikujejo. Primerjali smo letne stroške poslovanja izbranih bank in ugotovili, da sta v Slovenskem bančnem sistemu najugodnejši med njimi Banka Koper in Abanka. Da bi banke zadovoljile svoje uporabnike, morajo ponuditi kakovostne storitve, tako smo v zadnjem delu naredili raziskavo o kakovosti e-bančnih storitev in zadovoljstvu njihovih uporabnikov. Ocene le-teh so pripomogle k vrednotenju realnih podatkov, s pomočjo katerih smo ugotovili, da banke komitentom večinoma nudijo kakovostne spletne storitve in da so ti v večji meri tudi zadovoljni z njimi. Največ anketirancev se strinja s trditvijo, da pri spletnem bančništvu prihranimo na času. Zadovoljstvo anketiranih uporabnikov pa se kaže predvsem pri zanesljivosti in točnosti izvedbe transakcij.Banks have always been an important source of financing for individuals. With the help of information tehnology, like many other successful companies, were forced into their business to include online banking. Competition in the banking system on the market place is today very high, therefore is for the banks important to continually check the quality of their services that they offer, and on this basis to improve their business. To be able to provide such services, providers should explore the wishes of the parties and on the basis of their expectations, develop appropriate offers to satisfy their needs . The economic crisis has brought us, that individuals give special attention to the costs generated in the banking business and also brought more demanding users of such services. In the central part, we focused on a detailed presentation of the financial terms of the evaluation of e-banking services of selected banks and found, that banks largely offer similar services, but the cost of doing business differ slightly. We compared the annual operating costs of selected banks and found that in the Slovenian banking system the best among them Banka Koper and Abanka. That banks could satisfy their users, it is important that they offer quality services, therefore in the last part, we did the research on the quality of e-banking services and the satisfaction of their users. Estimates of these have contributed to the evaluation of real data, through which we found that most banks offer customers high quality online services and that they are mostly well satisfied with them. Most of the respondents agree with the statement, that the online banking saves time. Satisfaction of users respondents are mainly reflected in the reliability and accuracy of performance of the transaction