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Selected aspects of e-banking services perception based on users' opinion - the case of Pleszew county residents in the Wielkopolska region
W pracy analizowano wybrane aspekty percepcji usług bankowości elektronicznej, bazując na opinii użytkowników. Celem badań była ocena rzeczywistej dostępności usług bankowych dla mieszkańców powiatu pleszewskiego w południowej Wielkopolsce. Badanie o charakterze pilotażowym przeprowadzono na przełomie lat 2021-2022. Opracowano autorski kwestionariusz ankiety złożony z 24 pytań zamkniętych i metryki informacyjnej Stosując metodę sondażu diagnostycznego, zebrano opinie reprezentacyjnej próby klientów banków z terenu 6 gmin. Respondentów identyfikowano ze względu na płeć, wiek, miejsce zamieszkania, wykształcenie i aktywność zawodową. Uzyskane wyniki zagregowano i poddano dyskusji, wykorzystując narzędzia analizy porównawczej i deskryptywnej. Stwierdzono, że zdecydowana większość mieszkańców powiatu pleszewskiego, będąca klientami banków korzysta z usług e-bankowości. Dotyczy to w szczególności bankowości internetowej, mobilnej, terminalowej i kart płatniczych. Użytkownicy wykonywali głównie przelewy elektroniczne, płatności w sklepach (karty płatnicze i technika BLIK), a także kontrolowali saldo swojego konta. Można stwierdzić, że mimo ryzyka wynikającego z niepewności gospodarczej (pandemia), mieszkańcy powiatu pleszewskiego nie pozostali grupą wykluczoną finansowo. Chętnie korzystali z różnych kanałów komunikacji w e-bankowości i byli zadowoleni z nowoczesnych usług bankowych. Pozytywna ocena dostępności bankowych usług elektronicznych nie oznacza jednak braku obaw użytkowników przed potencjalnymi zagrożeniami. Dotyczyły one w szczególności problemów z obsługą aplikacji internetowych i mobilnych, a także konieczności podniesienia poziomu bezpieczeństwa transakcji, w tym zwłaszcza ochrony danych osobowych i cyberbezpieczeństwa.
E-banking security dilemmas of users living in rural areas - the case of Konin county in Wielkopolska
The aim of the study was to identify selected threats to e-banking security in the opinion of rural residents, on the case of Konin County. Available e-banking services were analysed against the background of cybercrime threats. The research was conducted in the year 2019. In the spatial scope, it concerned Wielkopolska and the territory of the Konin County, which consists of 14 municipalities, including 5 urban-rural municipalities and 9 rural municipalities. Using the method of diagnostic survey, on a sample of almost 400 people invited to the study, the results were collected. The majority of respondents were rural residents. The survey questionnaire consisted of 22 closed questions and information data. Suggested answers were programmed according to a five-point Likert scale. The study used Pearson’s chi-square statistical test of independence, comparative and descriptive analysis. Calculations were performed in MS Excel. As a result, a relatively high level of interest in e-banking among the residents of Konin county was indicated. More than 90% of respondents, primarily rural residents, use online banking. This is especially applicable to retail payments, as well as successive control of the household budget. E-banking’s usability is mostly determined by: time saving, a widespread availability of services and convenience. Despite the awareness of risks, the level of security of online banking inspires confidence among respondents. Therefore, social and legal responsibility of the banking sector for electronic transaction security is recommended. This is justified by the majority of respondent opinions that traditional banking will be eliminated in the future by e-commerce tools, including e-banking.
Quality assessment of selected mobile banking services in the users' opinion - the case of Sulęcin county
The study discusses the quality assessment of selected mobile banking services, verified on the users’ opinion case. For the service research offered by banks operating in Sulęcin county in western Poland (Lubuskie), customers living in this territory were invited. The survey was conducted in 2024. In spatial scope, they concerned territory located mostly in rural areas: 5 municipalities, including 3 urban-rural municipalities and 2 rural municipalities in Sulęcin county. The survey was a pilot study. Using the diagnostic survey method, the opinions of more than 400 invites were collected. A random sampling was carried out, setting the minimum sample size as adequate for a statistical representative sample. A proprietary survey questionnaire was developed, consisting of 19 closed-ended questions and an informative metric. Responses were programmed according to a five-point Likert scale, and the results were aggregated and discussed. The study also used an individual in-depth interview technique, comparative and descriptive analysis. As a result, it was noted that the vast majority of Sulęcin county residents who are bank customers just use mobile banking services. The most common uses are so-called fast payments, “traditional” bank transfers and downloading information, that is, checking account balances. Popularity has proven to be a mirror of usability and quality of services. The high quality assessment of mobile banking services, according to residents surveyed, was determined primarily by the relative ease of access and use of mobile applications, speed of operation, convenience and flexibility of usage location, time savings, and trust, requiring confidence in the security of transactions. Despite the positive quality assessment of mobile services, it is worth noting the potential risks formulated as key recommendations. These mainly concern the reduction of technical problems in the mobile application use, as well as the constantly emerging cyber security threats.