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An empirical study of customer usage and satisfaction with e-banking services in the Republic of Macedonia

Abstract Recent developments in the field of information and communication technologies (ICTs) have created new opportunities for enhancing both the operations and competitiveness within the banking sector. The application of contemporary ICT-based solutions has resulted in significant changes in the traditional banking business, through the involvement of brand new approaches in the process of distribution of banking products and services to customers. As a part of the services offered by any modern bank, e-banking has become a synonym for an efficient system aimed at delivering traditional banking services through electronic communications channels, available to anybody, anywhere and anytime. The goal of the paper is to perform an empirical analysis of the current situation regarding the level of customer usage and satisfaction with e-banking services in the Republic of Macedonia. The study will enable us to determine which variables affect the level of adoption and satisfaction with е-banking services. The study is fully based on the statistical data analysis of the responses gathered from a representative sample of e-banking customers.