Application of Mobile Banking as a New Model of Providing Services to Clients

Abstract

The subject of this paper is to determine whether the application of mobile banking as a new model of service provision differs according to the socio-demographic characteristics of clients. The research was conducted on a sample of 500 respondents who are clients of various banks in the territory of the Republic of Serbia and who are users of mobile banking. The sample included respondents of different gender, age, education, monthly income and the purpose of using mobile banking services. The collected data were analyzed using the statistical software IBM SPSS 21, using the cross-tabulation method. According to the gender of the clients, it was determined that men are more frequent users of mobile banking services. According to the age of the clients, it has been determined that millennials use mobile banking services more often. According to the education of clients, it has been determined that clients with a college or university degree use mobile banking more often. According to the material status of clients, it was determined that clients who have a monthly income between 600 and 1200 euros more often use mobile banking services.