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

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.