Abstract:

Because of changes in lifestyle trends that tend to increase of usage of internet, internet and mobile applications; a key issue for bank institutions is the implementation of internet banking. The aim of this paper is to analyze internet banking usage and the importance of internet banking as a factor of customer loyalty. Through using data from author’s research; demographic and other characteristics of internet banking users were examined. The results of author’s research propose that demographic factors (mainly age) impact the internet banking usage. The results of the author’s research revealed significant differences in the level of internet banking usage among different age groups from 5 % to 58 %. Regression analysis and correlation coefficient was employed to test the hypothesis.