Journal: IPSI Transactions on Internet Research

Technological Aspects of Online Banking in Serbia:
User Experiences Across Devices, Usage Trends,
and Strategic Implications for Managers
and IT Professionals

Authors: Lukić Nikolić, Jelena Dudić, Branislav
Labus, Pero and Mittelman, Alexandra


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Abstract

This paper examines users’ perceptions of online banking applications in the Republic of Serbia, focusing on the scales of efficiency, availability, and ease of contact. The research aims to examine user experiences across different devices, the effect of the length of use, and the influence of frequency of use on perceptions of online banking applications. The questionnaire was completed by 181 online banking application users, in the period from August 2024 to March 2025. The results of statistical tests, including the Mann-Whitney and Kruskal-Wallis, revealed no statistically significant differences between mobile and computer/laptop users in terms of efficiency, availability, and ease of contact; the length of time using online banking did not affect users’ perceptions of these factors; and the frequency of use also had no significant impact on users’ experiences. The findings suggest that users across different usage patterns generally have similar experiences and perceptions regarding online banking applications in the Republic of Serbia. The study’s implications are relevant for both researchers and practitioners aiming to enhance the design and user experience of online banking applications.

Keywords

Online Banking Applications, User Perceptions, User Experience, Efficiency, Availability, IT Professionals


Published in: IPSI Transaction on Internet Research (Volume: 22, Issue: 2)
Publisher: IPSI, Belgrade

Date of Publication: April 1, 2026

Open Access: CC-BY-NC-ND
DOI: 10.58245/ipsi.tir.2602.06

Pages: 50 - 63

ISSN: 1820 - 4503

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Lukić Nikolić, Jelena

Jelena Lukić Nikolić is an Associate Professor and Head of Department for Management and Marketing at Modern Business School in Belgrade. She received her bachelor (2011), master (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. She is external PhD evaluator and Udemy instructor. Current areas of her interests are digital transformation, human resource management and organizational behavior.

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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 sector 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.

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Labus, Pero

Pero Labus is an Assistant Professor at Modern Business School in Belgrade. He obtained bachelor’s (2017) and master's degree (2018) at the Modern Business School in Belgrade and then received a doctorate at the Faculty of Information Studies in Novo Mesto (2023). He has over 30 years of work experience in managerial positions in prestigious hotels in North and South America, while for the last 8 years he has been working in Europe. Currently, his areas of interest are digital transformation, robotics and hotel management.

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Mittelman, Alexandra

Alexandra Mittelman, PhD., works at the Department of Information Management and Business Systems at the Faculty of Management of Comenius University in Bratislava. In her scientific activities, she focuses on research in the field of management with an emphasis on investments and finance. The results of her scientific work are activity oriented towards new trends in management and economics, applied to the field of investments and finance. She has made many presentations at scientific domestic and foreign conferences.

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Cite this article

Lukić Nikolić, Jelena; Dudić, Branislav; Labus, Pero; and Mittelman, Alexandra
"Technological Aspects of Online Banking in Serbia: User Experiences Across Devices,
Usage Trends, and Strategic Implications for Managers and IT Professionals",
IPSI Transactions on Internet Research, vol. 22(2), pp. 50-63, 2026, https://doi.org/10.58245/ipsi.tir.2602.06