In 1994, Microsoft founder Bill Gates stated “Banking is necessary; banks are not”. He predicted the direction in which the banking market was going to move and what that would mean for banks. Today, we are watching these predictions unfold and become a reality. Banks, like any other company or institution, are participants and drivers of economic globalisation and must adapt to the changing landscape for financial services in the digital age. Several global trends have forced banks to redefine how they operate, among them demographic, social, economic and technological changes. Demographic and social changes have created a new generation of customers with different needs and wants. Economic changes have brought new market participants, while technological change refers in particular to digitalisation. The purpose of this paper is to identify the characteristics of mobile banking users in Croatia and to define the influence of three key characteristics of mobile banking, i.e. flexibility, security and finance management, on consumers’ motivation to adopt mobile banking. The banking system is slow to adapt to the emerging market trends, in particular to a customer-centric paradigm. To shift to the new paradigm and face the challenges of the digital age successully, banks must gain a deeper understanding of their customers first. This paper aims to identify what motivates consumers to use mobile banking services and their attitudes towards the various aspects of mobile banking. The results show that mobile banking users in Croatia are not overly concerned about the security of mobile applications, but appreciate their flexibility compared to online and traditional modes of banking, and find that they manage their finances more efficiently.Osnivač Microsofta Bill Gates 1994. godine rekao je „Bankarstvo je nužno, ali banke nisu“. Predvidio je tada u kojem se smjeru kreće tržište bankarskih usluga i što to znači za banke. Danas smo svjedoci ostvarenja tih predviđanja. Banke su kao i sve druge tvrtke ili institucije sudionici i pokretači svjetske ekonomske globalizacije i ne mogu biti imune na sve promjene novog doba. Nekoliko je svjetskih trendova koji utječu na ponovno definiranje bankarskog poslovanja: demografske, društvene, ekonomske i tehnološke promjene. Demografske i društvene u smislu novih generacija odraslih u potpuno novom svijetu s novim potrebama i željama. Ekonomske u smislu pojave novih participanata tržištu i tehnološke u smislu digitalizacije. Svrha ovoga rada je identificirati obilježja korisnika mobilnog bankarstva u Hrvatskoj te definirati tri ključne karakteristike mobilnog bankarstva: fleksibilnost, sigurnost i upravljanje financijama u kontekstu motivacije potrošača. Bankarski sustav sporo se prilagođava novonastalim tržišnim uvjetima i posebice novoj paradigmi u kojoj se banke nužno moraju okrenuti svojim potrošačima. No, prije nego to mogu učiniti moraju ih dobro poznavati. U ovom radu provedeno je istraživanje čiji zadatak je otkriti što motivira potrošače mobilnog bankarstva i kako oni ocjenjuju njegove pojedine aspekte. Rezultati su pokazali da su u Hrvatskoj potrošači mobilnog bankarstva manje zabrinuti za sigurnost mobilnih aplikacija, cijene fleksibilnost aplikacija u odnosu na internetsko i klasično bankarstvo te ocjenjuju da bolje upravljaju svojim financijama
