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Assessing the Opportunities and Behaviors of Banking Clients in Romania: An Analysis of the Use of Online Banking Applications

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  • Simona David

Abstract

It is necessary to accelerate change among bank customers - individuals by switching from traditional banking transactions to online banking through the Internet or Mobile Banking. Developing online services involves radical changes in the banking environment. Thus, with the enhancement of Internet/Mobile Banking applications and services, credit institutions need to know, understand and anticipate customer preferences and offer multiple benefits. We build here a preliminary framework based on the practices of the clients - individuals and the literature on the banking system in Romania. We also present the results of a small online survey investigating consumer opinions on the use of online banking applications that was performed (n = 72) among the population in Bucharest over 18 years of age between November 2018 and February 2019. The findings have shown that the experiences and behavior of consumers of banking services is different, women prefer Internet banking services while men on Mobile banking. Two-thirds of respondents aged 19-39 do not attach great importance to the online banking application and use them several times a month.

Suggested Citation

  • Simona David, 2019. "Assessing the Opportunities and Behaviors of Banking Clients in Romania: An Analysis of the Use of Online Banking Applications," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 5(2), pages 63-73, June.
    • Handle: RePEc:khe:scajes:v:5:y:2019:i:2:p:63-73
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    References listed on IDEAS

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    1. Mirela Catalina Turkes & Alexandru Olariu & Mirela Matache, 2017. "Patient Satisfaction Perceived in the Emergency Department: A Quantitative Study in a State Hospital in Romania," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 3(3), pages 112-117, September.
    2. Irina Raicu & Mirela Catalina (Vint) Turkes, 2014. "Organizational Performance Improvement by Implementing the Latest CRM Solutions," Knowledge Horizons - Economics, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 6(1), pages 84-86, March.
    3. Ionica Oncioiu & Sorinel Căpuşneanu & Mirela Cătălina Türkeș & Dan Ioan Topor & Dana-Maria Oprea Constantin & Andreea Marin-Pantelescu & Mihaela Ștefan Hint, 2018. "The Sustainability of Romanian SMEs and Their Involvement in the Circular Economy," Sustainability, MDPI, vol. 10(8), pages 1-19, August.
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    Cited by:

    1. Emilia Anuta Corovei & Adela Socol, 2019. "The Macroeconomic Drivers for Household Deposits Growth in the Eurozone," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 5(3), pages 144-151, September.

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    More about this item

    Keywords

    Bank customers; online banking; Internet Banking; Mobile Banking; the security of operations; Customer Relations; Call Center; design; usability and ease of navigation in online banking applications;
    All these keywords.

    JEL classification:

    • G01 - Financial Economics - - General - - - Financial Crises
    • G17 - Financial Economics - - General Financial Markets - - - Financial Forecasting and Simulation
    • G32 - Financial Economics - - Corporate Finance and Governance - - - Financing Policy; Financial Risk and Risk Management; Capital and Ownership Structure; Value of Firms; Goodwill

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