Customers’ Satisfaction From E-Banking: The Case Of The North Macedonia

Today’s humanity lives in an electronic world surrounded by everything that bears a sign “e-”. Hence, as consumers we are faced with e-business, e-marketing, e-learning, e-banking, e-commerce, e-procurement. The electronic age began with the Information Revolution and the advent of the Internet in the second half of the 20th century. The Internet has radically changed the way consumers live, communicate and buy goods and services. Concerning the banking industry, consumers are abandoning the traditional way of using banking services, with physical presence in the bank branches. E-banking, as getting all the banking transactions online, has considerably changed consumer behavior. E-banking has become one of the essential banking services that can, if properly implemented, increase customer satisfaction, and give banks a competitive advantage. Hence, the main idea of this paper is to examine the new consumer behavior related to e-banking. How satisfied consumers are with electronic banking services. What consumers think of e-banking. Data was gathered using a questionnaire that was electronically distributed to consumers. Based on the research, consumers' opinion on e-banking services and what they expect in the future should be determined.