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Bank performance analysis and identification of key determinants of electronic banking customer satisfaction - balanced scorecard approach

The issue of adequate measurement of the use of intangible assets and
 monitoring its impact on the financial performance of the organization in
 recent decades is bridged by a measurement-managerial model that unites
 financial and non-financial performance indicators - Balanced Scorecard
 (BSC). Since this paper focuses on banks as representatives of specific,
 modern financial organizations, the subject of research is to examine the
 possibility of applying this model in the analysis of banking performance.
 The aim of the research is to analyze, by using the qualitative methodology
 (review of existing papers in the literature), whether the BSC model is
 applicable for the analysis of banking performances; and then, by using the
 quantitative methodology, through connecting two perspectives of the same
 model (perspective of internal business processes and perspective of
 customers), to examine how the determinants of TAM model (perceived
 usefulness, ease of use) and determinants of SERVQUAL model (perceived
 security and privacy, responsibility) affect electronic banking customer
 satisfaction. The empirical research was conducted through the survey method
 on the territory of the Republic of Serbia at the end of 2020, and the
 sample included 324 respondents. Statistical software SPSS Statistics was
 used to process the collected data. Based on the literature review, it was
 found that the BSC model is applicable for the analysis of banking
 performances. The results of the empirical research have shown that
 perceived usefulness, perceived security and privacy, and responsibility
 have a positive statistically significant impact on the satisfaction of
 electronic banking users, while ease of use does not have a statistically
 significant impact on the satisfaction of mentioned users.