Abstract:
Technological development in recent decades has played an important role in
the functioning of the banking sector in Albania. The overall goal of commercial banks
is to increase customer satisfaction and increase revenue. As a result, the
implementation of electronic banking services has become a critical point for the
development of the banking sector in the 20th century.
This thesis aims to show the importance of using e-banking services from the
perspective of customers of commercial banks in Albania and specifically BKT,
Raiffeisen or Fibank. It generally addresses the implementation of e-banking services
in commercial banks in Albania, continuing then more specifically with the
development of electronic banking platforms in each of the banks BKT, Raiffesien and
Fibank.
Of particular interest in this paper is the analysis of the questionnaire data
conducted with various clients of BKT, Raiffeisen and Fibank banks that were taken
for study. This analysis was conducted to show that customers' perception of e-banking
services is affected by technological development in the banking system, how
customer satisfaction with the use of e-banking has increased, thus avoiding visits to
the respective bank branches, how the perception of customers for the use of e-banking
based on demographic factors and how it will affect customer awareness of e-banking
in the future.
