Journal: IPSI Transactions on Internet Research

The Future of Digital Transformation in Business
Processes: Analyzing Online Banking Usage
and Client Satisfaction in Serbia

Authors: Lukić Nikolić, Jelena Dudić, Branislav Lazarević, Snežana
Beňová, Eleonóra and Carić, Biljana


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Abstract

This paper aims to analyze the use of online banking services in Serbia, with a special focus on the frequency of use, the most common services, the level of client satisfaction and sociodemographic differences in satisfaction. In the period from August to December 2024, a total of 196 clients of online banking services in Serbia participated in the research. The research results showed that online banking has become a daily habit for a large number of clients, with the most frequently used services being bill payment, fund transfer and checking account balances. The results indicate that the key factors that influenced clients to use online banking services were flexibility, speed and ease of transaction execution, as well as ease of account monitoring and transaction management. Clients are largely satisfied with online banking services, and applied statistical tests did not show that there are statistically significant differences in client satisfaction relating to gender, age, education or length of use of online banking services.

Keywords

Digital Transformation, Online Banking, Online Services, Business Processes, Client Satisfaction


Published in: IPSI Transaction on Internet Research (Volume: 22, Issue: 1)
Publisher: IPSI, Belgrade

Date of Publication: January 1, 2026

Open Access: CC-BY-NC-ND
DOI: 10.58245/ipsi.tir.2601.06

Pages: 44 - 53

ISSN: 1820 - 4503

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Lukić Nikolić, Jelena

Jelena Lukić Nikolić is an Associate Professor and Head of the Department for Management and Marketing at Modern Business School in Belgrade. She received her bachelor's (2011), master's (2012) and doctoral degree (2017) from the Faculty of Economics, University of Belgrade. From 2011 to 2017, she worked in private ICT companies in Serbia, where she gained valuable practical experience. Since 2017, she has been employed at Modern Business School, where she currently holds the position of Head of Department for Management and Marketing. Current areas of her interest are digital transformation, human resource management and organizational behavior.
e-mail: jelena.lukic@mbs.edu.rs

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Dudić, Branislav

Branislav Dudić is engaged at the Management, Faculty of Management, Comenius University Bratislava. He has a strong interest in research to support industrial engineering, digital transformation of business, human resource management, marketing management in terms of the implementation of marketing activities, and investments in the private and public sectors of the EU. The results of his scientific work are the results of publishing activities focused on new trends in management and economics, monographs, articles and presentations at scientific domestic and foreign conferences.
E-mail: branislav.dudic@fm.uniba.sk

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Lazarević, Snežana

Snežana Lazarević is a professor of vocational studies at the College of Sports and Health in Belgrade. She completed her undergraduate and master's studies at the Faculty of Economics and defended her doctoral dissertation at the Faculty of Organizational Sciences, University of Belgrade. She is the author or co-author of several scientific research papers published in relevant national and international journals, and co-author of a book on teams and teamwork. She has many years of leadership and management experience in higher education institutions. Current areas of her interests are team and teamwork, human resource management and organizational behaviour.
e-mail: snezana.lazarevic@vss.edu.rs

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Beňová, Eleonóra

Eleonóra Beňová is engaged at the Management, Faculty of Management, Comenius University Bratislava. She has a strong research interest in supporting information systems, artificial intelligence, and digital transformation of business and management. She is an expert in numerical mathematics, statistical methods, and the design of mathematical models from experiments.
E-mail: eleonora.benova@fm.uniba.sk

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Carić, Biljana

Carić Biljana is an Associate Professor at the Faculty of Technical Sciences, University of Novi Sad. She earned her PhD in 2018 with a dissertation on fixed points in metric and generalized metric spaces, following a master’s degree in discrete mathematics and programming.
E-mail: biljana@uns.ac.rs

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Cite this article

Lukić Nikolić, Jelena; Dudić, Branislav; Lazarević, Snežana; Beňová, Eleonóra; and Carić, Biljana
"The Future of Digital Transformation in Business Processes: Analyzing Online Banking Usage and Client Satisfaction in Serbia",
IPSI Transactions on Internet Research, vol. 22(1), pp. 44-53, 2026. https://doi.org/10.58245/ipsi.tir.2601.06