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master's thesis
STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI
Diplomski rad
Split: University of Split, Faculty of economics Split, 2019. urn:nbn:hr:124:039671
Bogdan, Andrea Rafaela
University of Split
Faculty of economics Split

Institutional repository: REFST

Cite this document

Bogdan, A. R. (2019). STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad (Master's thesis). Split: University of Split, Faculty of economics Split. Retrieved from https://urn.nsk.hr/urn:nbn:hr:124:039671

Bogdan, Andrea Rafaela. "STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad." Master's thesis, University of Split, Faculty of economics Split, 2019. https://urn.nsk.hr/urn:nbn:hr:124:039671

Bogdan, Andrea Rafaela. "STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad." Master's thesis, University of Split, Faculty of economics Split, 2019. https://urn.nsk.hr/urn:nbn:hr:124:039671

Bogdan, A. R. (2019). 'STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad', Master's thesis, University of Split, Faculty of economics Split, accessed 21 December 2024, https://urn.nsk.hr/urn:nbn:hr:124:039671

Bogdan AR. STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad [Master's thesis]. Split: University of Split, Faculty of economics Split; 2019 [cited 2024 December 21] Available at: https://urn.nsk.hr/urn:nbn:hr:124:039671

A. R. Bogdan, "STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad", Master's thesis, University of Split, Faculty of economics Split, Split, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:124:039671

Metadata
TitleSTAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad
AuthorAndrea Rafaela Bogdan
MentorIvana Kursan Milaković (mentor)
MBZ: 350835
GranterUniversity of Split
Faculty of economics Split
Split
Defense date and country2019-09, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Obzirom na sve veću važnost digitalnih usluga u bankama, cilj ovog diplomskog rada bio je istražiti stavove korisnika prema internet i mobilnom bankarstvu te ispitati utjecaj percipiranog rizika, uštede vremena, povjerenja i inovativnosti korisnika kao prediktora koji potencijalno utječu na stavove. Također, istražio se utjecaj stavova prema internet i mobilnom bankarstvu na cjelokupno zadovoljstvo uslugama banke i lojalnost banci. Anketnim upitnikom ispitan je prigodni uzorak od 254 ispitanika. Rezultati istraživanja pokazali su kako percipirani rizik, povjerenje i inovativnost korisnika značajno utječu na stavove korisnika prema internet bankarstvu, dok ušteda vremena značajno utječe na stavove korisnika prema mobilnom bankarstvu. Potvrđeno je kako pozitivni stavovi prema internet i mobilnom bankarstvu utječu na cjelokupno zadovoljstvo uslugama banke i lojalnost banci. Navedeni rezultati imaju znanstveni i praktični doprinos, koji je zajedno sa zaključkom, ograničenjima rada te smjernicama za buduća istraživanja prikazan na kraju rada.
Abstract (english)
Considering the increasing importance of digital bank services, the aim of this paper was to explore users' attitudes towards the Internet and mobile banking and to examine the impact of perceived risk, time saving, consumers' trust and users' innovativeness on such attitudes. Furthermore, the impact of attitudes towards internet and mobile banking on overall satisfaction with bank services and bank loyalty was also explored. The survey questionnaire examined a suitable sample of 254 respondents. The results of the study showed that perceived risk, trust and users' innovativeness significantly influence users' attitudes towards Internet banking, while time saving significantly affects users' attitudes towards mobile banking. It has been confirmed that positive attitudes towards internet and mobile banking influence overall satisfaction with the bank's services and bank loyalty. These results have a scientific and practical contribution, which is presented at the end of the paper together with the conclusion, limitations and guidelines for future research.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:124:039671
Study programmeTitle: Business Studies
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2019-11-14 08:02:13