PERCEPCIJA ZADOVOLJSTVA STUDENTSKE POPULACIJE PONUDOM INTERNET I MOBILNOG BANKARSTVA U RH : završni

Prateći tehnološki napredak, bankarstvo prolazi kroz značajne promjene i prilagođava se novim izazovima današnjice. Razbijaju se vremenske i prostorne barijere te bankovne usluge postaju lako dostupne klijentima. Tome najbolje svjedoči pojava internet i mobilnog bankarstva. Trend korištenja novih bankovnih usluga putem računala, tableta i pametnih mobitela neprestano raste i privlači sve veći broj novih zadovoljnih klijenata. Budući da se od bankarskog sektora očekuje da neprestano ulaže u razvoj potrebnih novih bankovnih usluga, u ovom radu će se istražiti mišljenje studentske populacije o njihovoj kvaliteti. Studenti predstavljaju bitan ciljni segment, stoga je od velikog značaja utvrditi njihovu percepciju i zadovoljstvo.Following the technological advancement, banking is going through significant changes and adapts itself to the new nowadays challenges. Bank industry smash the temporal and spatial barriers and banking services become easily available for customers. This is best evidenced by the emergence of Internet and Mobile banking. The trend of using new banking services via computers, tablets and smart phones is constantly growing and attracts more and more new satisfied customers. Because it is expected that banking sector continually invest in the development of the necessary new banking services, this thesis will explore the opinion of the student population about their quality. Students are an important target segment, therefore it is high importance to determine their perception and satisfaction

PERCEPCIJA ZADOVOLJSTVA STUDENTSKE POPULACIJE PONUDOM INTERNET I MOBILNOG BANKARSTVA U RH : završni

Prateći tehnološki napredak, bankarstvo prolazi kroz značajne promjene i prilagođava se novim izazovima današnjice. Razbijaju se vremenske i prostorne barijere te bankovne usluge postaju lako dostupne klijentima. Tome najbolje svjedoči pojava internet i mobilnog bankarstva. Trend korištenja novih bankovnih usluga putem računala, tableta i pametnih mobitela neprestano raste i privlači sve veći broj novih zadovoljnih klijenata. Budući da se od bankarskog sektora očekuje da neprestano ulaže u razvoj potrebnih novih bankovnih usluga, u ovom radu će se istražiti mišljenje studentske populacije o njihovoj kvaliteti. Studenti predstavljaju bitan ciljni segment, stoga je od velikog značaja utvrditi njihovu percepciju i zadovoljstvo.Following the technological advancement, banking is going through significant changes and adapts itself to the new nowadays challenges. Bank industry smash the temporal and spatial barriers and banking services become easily available for customers. This is best evidenced by the emergence of Internet and Mobile banking. The trend of using new banking services via computers, tablets and smart phones is constantly growing and attracts more and more new satisfied customers. Because it is expected that banking sector continually invest in the development of the necessary new banking services, this thesis will explore the opinion of the student population about their quality. Students are an important target segment, therefore it is high importance to determine their perception and satisfaction

STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad

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.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

STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad

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.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

RAZVOJ NOVIH PROIZVODA U SPLITSKOJ BANCI : Završni rad

Predmet je završnog rada razvoj novih proizvoda u Splitskoj banci. Proizvod je rezultat proizvodnje koji zadovoljava potrebe ili želje potrošača. Pri oblikovanju koncepcije o proizvodu u obzir se uzimaju i njegova tržišna svojstva, a to su kvaliteta proizvoda, asortiman, prodajna cijena, estetika proizvoda, pakiranje i ambalaža, obilježavanje i opremanje proizvoda, suvremenost proizvoda, usluge potrošačima te jamstvo i servis. Razvoj novog proizvoda obuhvaća nekoliko faza, a to su generiranje ideja, ispitivanje i selekciju ideja, razvoj i testiranje koncepcije, razvoj marketinške strategije, poslovna analiza, razvoj proizvoda, pokusni (probni) marketing te komercijalizacija. Nakon što se proizvod lansira na tržište slijedi proces njegova prihvaćanja ili difuzija proizvoda. Iako je cilj svakog poduzeća razviti proizvod koji će trajati što duže, svaki proizvod ima životni ciklus. Koncepcija životnog proizvoda ciklusa obuhvaća fazu uvođenja, fazu rasta, fazu zrelosti te fazu opadanja. U praktičnom dijelu rada analizirani su internetsko i mobilno bankarstvo kao novi proizvodi Splitske banke. Krajem studenoga 2015. godine Splitska banka je lansirala na tržište SB SmartNet internetsko i mobilno bankarstvo. Najveća prednost novih proizvoda Splitske banke jest u tome što omogućavaju svojim klijentima da u samo tri klika obave gotovo sve operacije koje vrše internetskim ili mobilnim bankarstvom. To je korisno za klijente, ali i za banku jer zahtijeva manje programiranja, a samim time i manje mogućnosti za razvoj bugova. Unatoč manjim nedostatcima, SB SmartNet internetsko i mobilno bankarstvo promovirali su Splitsku banku među tehnički najnaprednije banke u Republici Hrvatskoj.The subject of this paper is the development of new products at Splitska banka. The product is the result of a production that meets the needs or desires of consumers. When designing a product concept, its market characteristics are taken into consideration, such as product quality, assortment, sales price, aesthetics of products, packaging and packaging, marking and equipping of products, product modernization, consumer services and warranty and service. The development of a new product includes several phases, namely generating ideas, examining and selecting ideas, developing and testing concepts, developing a marketing strategy, business analysis, product development, testing (marketing) and commercialization. Once the product is launched, it follows the process of its acceptance or diffusion of the product. Although the goal of each company is to develop a product that will last as long as possible, each product has a life cycle. The concept of a product's life cycle includes the introduction phase, the growth phase, the maturity phase, and the decomposition phase. In the practical part of this paper internet and mobile banking are analyzed as new products of Splitska banka. At the end of November of 2015 Splitska banka launched SB SmartNet Internet and Mobile Banking. The biggest benefit of the new products of Splitska banka is that it enables its customers to make almost every operation of internet or mobile banking with three clicks. That is useful for clients, as well as for the bank because it requires less programming, and thus fewer bug development options. Despite the minor shortcomings, SB SmartNet Internet and Mobile Banking have promoted Splitska banka as one of the most technically advanced banks in the Republic of Croatia

STAVOVI KORISNIKA PREMA INTERNET I MOBILNOM BANKARSTVU I NJIHOV UTJECAJ NA ZADOVOLJSTVO I LOJALNOST BANCI : Diplomski rad

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.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

RELATIONSHIP OF QUALITY OF MOBILE BANKING AND REPUTATION OF BANKS

Doktorski rad istražuje na koji se način može povezati sigurnost, dostupnost i jednostavnost korištenja mobilnog bankarstva sa percipiranom kvalitetom usluge mobilnog bankarstva banke te postoji li povezanost između percipirane kvalitete usluge mobilnog bankarstva i reputacije banaka. Primarni podaci istraživanja prikupljeni su uz pomoć anketnog upitnika. Hipoteze rada testirane su i potvrđene metodom višestrukih modela jednostavne i složene linearne regresije. Istraživanje omogućuje pogled u razvoj novih spoznaja bankarske industrije koji se temelje na ključnim odrednicama o poslovanju financijskog tržišta Republike Hrvatske. Sukladno navedenom definirane su karakteristike bankarskog tržišta i uloga tehnologije u financijskoj industriji Republike Hrvatske.The research provides a look at the development of new knowledge of the banking industry, which is based on key determinants of technology role in the financial market of the Republic of Croatia. The key aim is to explore and adequately argue the influence of mobile banking on the reputation of banks in the Republic of Croatia. The purpose of the research is to contribute to the definition of possible areas of implementation of information and communication technologies in mobile banking, which affect the reputation of banks and also to define the aspects of mobile banking (security, ease of use and availability of mobile banking services), which affect the reputation of banks to a large extent. The basic objectives of the research are to empirically establish the correlation between the perceived quality of mobile banking service and bank reputation, and also to empirically determine the way security, ease of use and availability of services affect the perceived quality of mobile banking services. Additional objectives, based on analyze of previous researches, are to identify and explain the key determinants of the quality of mobile banking and bank reputation, to highlight the importance of using advanced information technology in banking and to examine the awareness of Croatian citizens on the security of mobile banking services. The hypotheses have been tested by using multiple modeling methods of complex linear regression. In order to examine the hypothesis, the primary research was carried out using a structured survey questionnaire. The way of communicating with the respondents was via electronic mail. The results of the testing of hypothesis using regression models show that the hypotheses are confirmed. Based on the results of the research in accordance with the previously set objectives, recommendations can be offered for future activities related to the financial market technology strategies and increase of competitiveness

The impact of new tehnologies on the development of the banks distribution channels

Mnoštvo je definicija marketinga, postoje i kontroverze, a u novije vrijeme postoje i nadopune definicija. Marketing je znanost, praksa, proces stvaranja i vladanja s tržištem. Jedno od temeljnih zakonitosti u marketingu je odgovoriti na pitanje tko su kupci roba i usluga. Najvažnija obilježja današnjeg marketinga su kvaliteta nuđenog informacijskog sadržaja i interaktivnost. Suvremeno bankarstvo karakterizira mnoštvo vrsta banaka što je rezultat najzahtjevnijih bankovnih poslova po kriteriju roka, rizika, obujmu. Bankari su se dugo i uporno opirali internet marketingu jer se poslovanje banaka temelji na povjerenju u instituciju i osjećaja sigurnosti kada su u pitanju depoziti. Elektroničko poslovanje je novi način poslovanja koji se razvio na temelju niza novih alata i usluga, a sadrži kombinaciju svih oblika informatičke tehnologije sa svrhom poboljšanja i izmjene načina poslovanja. Kako je danas sve više zastupljeno Internet i mobilno bankarstvo, bankama je cilj sigurnost klijenata prilikom korištenja takvih vrsta bankarstva, a štite ih na način da koriste najmoderniju tehnologiju. Osim standardnih bankarskih usluga, poput pregleda stanja računa i obveza te svih vrsta plaćanja, usluga internetskog bankarstva posljednjih je godina znatno napredovala te nudi mnoštvo drugih usluga. Svrha ovog rada bila je prikazati utjecaj novih tehnologija na razvoj kanala distribucije banaka, a u skladu s time opisano je djelovanje dviju vodećih banaka na hrvatskom bankarskom tržištu, te koje načine koriste u svrhu promoviranja modernog bankarstva. Nadalje, provedeno je istraživanje zadovoljstva korisnika Internetskim i mobilnim bankarstvom, te uslugama koje pruža.There are many definitions of marketing and there are also controversies about that, but lately these definitions have been updated. Marketing is the science, the practice, the process of creating and managing the market. One of the basic principles of marketing is to answer the question who the buyers of goods and services are. The most important characteristics of modern marketing are the quality of the offered information content and interactivity. Modern banking is characterized by a multitude of types of banks as a result of the most demanding banking services in accordance with the criteria of deadlines, risk and scope. Bankers persistently resisted internet marketing for a long time, because the business of banks is based on trust in institutions and the sense of security when it comes to deposits. Electronic commerce is a new way of doing business that has been developed by using a series of new tools and services and it contains the combination of all forms of information technology in order to improve and change the business practice. Since Internet and mobile banking is more present today, the goal of the banks is the safety of clients when these types of banking are used and protecting them on the way of using the modern technology. In addition to standard banking services, such as viewing account balances and obligations and all types of payments, in recent years Internet banking has been in significant progress and offers a range of other services. The purpose of this study was to show the impact of new technologies on the development of distribution channels of banks. In accordance with that, the operation of two leading banks on the Croatian banking market was described, as well as the methods used for the promotion of modern banking. Furthermore, the survey was conducted on the satisfaction of customers with the Internet and mobile banking and the services they provide

RELATIONSHIP OF QUALITY OF MOBILE BANKING AND REPUTATION OF BANKS

Doktorski rad istražuje na koji se način može povezati sigurnost, dostupnost i jednostavnost korištenja mobilnog bankarstva sa percipiranom kvalitetom usluge mobilnog bankarstva banke te postoji li povezanost između percipirane kvalitete usluge mobilnog bankarstva i reputacije banaka. Primarni podaci istraživanja prikupljeni su uz pomoć anketnog upitnika. Hipoteze rada testirane su i potvrđene metodom višestrukih modela jednostavne i složene linearne regresije. Istraživanje omogućuje pogled u razvoj novih spoznaja bankarske industrije koji se temelje na ključnim odrednicama o poslovanju financijskog tržišta Republike Hrvatske. Sukladno navedenom definirane su karakteristike bankarskog tržišta i uloga tehnologije u financijskoj industriji Republike Hrvatske.The research provides a look at the development of new knowledge of the banking industry, which is based on key determinants of technology role in the financial market of the Republic of Croatia. The key aim is to explore and adequately argue the influence of mobile banking on the reputation of banks in the Republic of Croatia. The purpose of the research is to contribute to the definition of possible areas of implementation of information and communication technologies in mobile banking, which affect the reputation of banks and also to define the aspects of mobile banking (security, ease of use and availability of mobile banking services), which affect the reputation of banks to a large extent. The basic objectives of the research are to empirically establish the correlation between the perceived quality of mobile banking service and bank reputation, and also to empirically determine the way security, ease of use and availability of services affect the perceived quality of mobile banking services. Additional objectives, based on analyze of previous researches, are to identify and explain the key determinants of the quality of mobile banking and bank reputation, to highlight the importance of using advanced information technology in banking and to examine the awareness of Croatian citizens on the security of mobile banking services. The hypotheses have been tested by using multiple modeling methods of complex linear regression. In order to examine the hypothesis, the primary research was carried out using a structured survey questionnaire. The way of communicating with the respondents was via electronic mail. The results of the testing of hypothesis using regression models show that the hypotheses are confirmed. Based on the results of the research in accordance with the previously set objectives, recommendations can be offered for future activities related to the financial market technology strategies and increase of competitiveness

The impact of new tehnologies on the development of the banks distribution channels

Mnoštvo je definicija marketinga, postoje i kontroverze, a u novije vrijeme postoje i nadopune definicija. Marketing je znanost, praksa, proces stvaranja i vladanja s tržištem. Jedno od temeljnih zakonitosti u marketingu je odgovoriti na pitanje tko su kupci roba i usluga. Najvažnija obilježja današnjeg marketinga su kvaliteta nuđenog informacijskog sadržaja i interaktivnost. Suvremeno bankarstvo karakterizira mnoštvo vrsta banaka što je rezultat najzahtjevnijih bankovnih poslova po kriteriju roka, rizika, obujmu. Bankari su se dugo i uporno opirali internet marketingu jer se poslovanje banaka temelji na povjerenju u instituciju i osjećaja sigurnosti kada su u pitanju depoziti. Elektroničko poslovanje je novi način poslovanja koji se razvio na temelju niza novih alata i usluga, a sadrži kombinaciju svih oblika informatičke tehnologije sa svrhom poboljšanja i izmjene načina poslovanja. Kako je danas sve više zastupljeno Internet i mobilno bankarstvo, bankama je cilj sigurnost klijenata prilikom korištenja takvih vrsta bankarstva, a štite ih na način da koriste najmoderniju tehnologiju. Osim standardnih bankarskih usluga, poput pregleda stanja računa i obveza te svih vrsta plaćanja, usluga internetskog bankarstva posljednjih je godina znatno napredovala te nudi mnoštvo drugih usluga. Svrha ovog rada bila je prikazati utjecaj novih tehnologija na razvoj kanala distribucije banaka, a u skladu s time opisano je djelovanje dviju vodećih banaka na hrvatskom bankarskom tržištu, te koje načine koriste u svrhu promoviranja modernog bankarstva. Nadalje, provedeno je istraživanje zadovoljstva korisnika Internetskim i mobilnim bankarstvom, te uslugama koje pruža.There are many definitions of marketing and there are also controversies about that, but lately these definitions have been updated. Marketing is the science, the practice, the process of creating and managing the market. One of the basic principles of marketing is to answer the question who the buyers of goods and services are. The most important characteristics of modern marketing are the quality of the offered information content and interactivity. Modern banking is characterized by a multitude of types of banks as a result of the most demanding banking services in accordance with the criteria of deadlines, risk and scope. Bankers persistently resisted internet marketing for a long time, because the business of banks is based on trust in institutions and the sense of security when it comes to deposits. Electronic commerce is a new way of doing business that has been developed by using a series of new tools and services and it contains the combination of all forms of information technology in order to improve and change the business practice. Since Internet and mobile banking is more present today, the goal of the banks is the safety of clients when these types of banking are used and protecting them on the way of using the modern technology. In addition to standard banking services, such as viewing account balances and obligations and all types of payments, in recent years Internet banking has been in significant progress and offers a range of other services. The purpose of this study was to show the impact of new technologies on the development of distribution channels of banks. In accordance with that, the operation of two leading banks on the Croatian banking market was described, as well as the methods used for the promotion of modern banking. Furthermore, the survey was conducted on the satisfaction of customers with the Internet and mobile banking and the services they provide