Uticaj elektronskog poslovanja na poboljšanje usluga u bankarstvu
E - BUSINESS INFLUENCE UPON IMPROVEMENT OF BANKING SERVICES

Summary/Abstract: This paper analyzes the impact of e-business on improving services in the banking itself -considering ways in which they can enhance and improve the services in the banking industry by new modern electronic technology, particularly the Internet, and other web services and mobile telephony, with the aim of achieving higher levels of customer satisfaction, and winning his trust. It is necessary to have technical and technological base, ie. IT infrastructure, quality and reliable computer information systems, fast broadband Internet access on disposal to banks, as well as to clients. Moreover, clients need to to be deprived of fear of the unknown, therefore, there is a requirement to work on general computer literacy of the nation in order to demystify both Internet and computer technology. Of course, this is a government and society issue, and not just a matter of particular banks. What the bank can and should do is to offer customers a fast, easy, reliable and cost effective way of doing business - access to their accounts and credit cards, the ability to dispose of its assets in the accounts, electronic payments (excluding commissions, if possible) and popularize this kind of business which is to the benefit –both to clients, as well as to banks.

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