magistrsko delo
Irena Šišovska (Author), Samo Bobek (Mentor)

Abstract

Pojav Interneta in razvoj informacijske tehnologije v veliki meri znižujeta stroške poslovanja in omogočata hitrejšo obdelavo podatkov, s tem pa tudi bolj zadovoljne in zveste stranke. Zato je zelo pomembno, da vsako podjetje v veliki meri izkorišča prednosti, ki jih prinaša današnja informacijska družba, in v svoje poslovanje vključuje procese, ki se lahko prilagajajo in postopoma spreminjajo oz. omogočajo t. i. elektronski način poslovanja. Nenehni razvoj družbe, ki vse več vključuje uporabo informacijske tehnologije vpliva na uporabo osebnih računalnikov, saj število uporabnikov vsako leto narašča. Ljudje se zavedajo, da brez tega, tako podjetja, kot tudi posamezniki, niso več konkurenčni. Konkurenčnost pa je tista, ki prinaša pozitivne rezultate poslovanja in obstoj na trgu. Vsi ti kazalci in razširjenost omenjene tehnologije, kažejo na velike priložnosti, ki se pojavljajo bankam, in jim omogočajo vključevanje sodobne tehnologije v svoje poslovanje. Na tem mestu je potrebno omeniti predvsem pojem elektronskega bančništva, ki temelji na informacijski tehnologiji in omogoča opravljanje vseh bančnih storitev preko spleta. Dan danes vsaka sodobna banka ponuja to možnost, in s tem ohranja svojo konkurenčnost ter izkorišča prednosti, ki jih to prinaša. Pri tem morajo banke imeti kakovosten bančni portal, saj to je prvi stik s potencialno in obstoječo stranko. »Kakovost pri delu« in »zadovoljstvo kupcev« sta ključna dejavnika, ki morata biti zagotovljena pri ponujanju vsakega izdelka ali storitev. Enako velja tudi, ko gre za elektronsko bančništvo. S pomočjo raziskave bomo predstavili tri bančne portale v Makedoniji, in na podlagi že razvite metodologije analizirali njihovo kakovost, oz. preverili ali izpolnjujejo pogoje in vključujejo stvari, ki jih mora imeti vsak dobro izdelan bančni portal. V analizo smo vključili sledeče tri bančne portale: bančni portal Stopanske, NLB Tutunske in Komercijalne banke. Raziskavo smo razdelili na dva sklopa: prvi teoretični-kjer so podane definicije osnovnih pojmov, ki smo jih kasneje v raziskavi uporabili in drugi praktični- kjer je na podlagi teoretične podlage narejena analiza bančnih portalov v Makedoniji. Teoretični del na začetku opredeljuje pojem elektronskega bančništva, različnih oblik le-tega ter prednosti in slabosti, ki jih prinaša njegova uporaba. V tem delu smo opisali tudi glavne dejavnike, ki vplivajo na uporabo elektronskega bančništva. Ker bomo kasneje delali analizo bančnih portalov smo definirali še pojem portal in poiskali glavne slabosti oz. pomanjkljivosti, ki jih lahko imajo portali in spletne strani. Vsaka analiza temelji na določeni metodologiji, in tako tudi ta vključuje modele za merjenje kakovosti bančnih portalov, ter na osnovi le-te analizo bančnih portalov v Makedoniji. Prvi model je vključeval dejavnike, ki vplivajo na uporabo spletnih portalov, drugi model pa storitve, ki vplivajo na kakovost bančnih portalov. V praktičnem delu raziskave smo najprej predstavili bančni sistem v Makedoniji, ter nato podrobneje opisali bančne portale Stopanske, NLB Tutunske in Komercijalne banke. Banko smo najprej na kratko prestavili, predstavili kako deluje njeno elektronsko bančništvo in analizirali vsebino oz. posamezne sklope, ki jih uporabnik vidi na njihovem spletnem portalu. Na podlagi obravnavanih modelov v prvem delu smo potem naredili analizo le-teh in ocenili njihovo kakovost. V tem delu smo predlagali tudi določene izboljšave, ki smo jih ugotovili, in bi jih bilo potrebno uvesti oz. dodati na posameznem bančnem portalu. Naše ugotovitve predstavljajo zelo pomembno podlago za nadaljnjo izboljšavo bančnih portalov v Makedoniji. Analiza je pokazala, da so bančni portali v Makedoniji kakovostno izdelani in vsebujejo elementi, ki so značilni za kakovostno izdelane portale, vendar je še veliko prostora za izboljšanje, in s tem privabljanje strank k večji uporabi bančnih portalov.

Keywords

elektronsko poslovanje;banke;elektronsko bančništvo;spletne strani;portali;internet;kakovost;Makedonija;

Data

Language: Slovenian
Year of publishing:
Typology: 2.09 - Master's Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [I. Šišovska]
UDC: 004.738.5:336.71(497.7)
COBISS: 11512092 Link will open in a new window
Views: 1845
Downloads: 188
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Other data

Secondary language: English
Secondary title: ǂThe ǂquality of bank portals in case of banks in Macedonia
Secondary abstract: The emergence of the Internet and the development of information technology have a large influence on the lower operating costs and enable faster data processing which on the other hand lead to more satisfied and loyal customers on the market. It is very important that each company allow these new electronic way of doing business and uses the large number of advantages brought by today’s information society. Besides that it should be able to implement the processes which should be customized and gradually upgraded. Continued development of the society, which increasingly involves the use of information technology, affect the use of personal computers, as the number of users is growing every year. People are aware that without this, businesses as well as individuals are no longer competitive. Competitiveness is the one that brings positive results and existence on the global market. All of these indicators and the prevalence of these technologies point to great opportunities that are opened for the banks and are allowing them to integrate modern technologies into their business. At this point in particular should be mentioned the concept of electronic banking, which is based on information technology and provides all banking services over the Internet. Nowadays every modern bank offers this option to their clients and this keeps its competitiveness. In order to take all the advantages that the electronic banking can offer, banks must have a quality banking portal, as this is the first contact with potential and existing customer. “Quality of work” and “customer satisfaction” are the key factors that must be provided in offering any product or service. The same applies in the case of online banking. Through this research, we will present three banking portals in Macedonia and based on already developed methodologies we will analyze their quality and also check whether they comply with the conditions and include all necessary things that one well-designed banking portal must have. The analysis will include the three banking portals of Stopanska, Komercijalna and NLB Tutunska bank. The research is divided into two sections: the first theoretical- where definitions of the basic concepts later used in the research are stated and second practical- which is based on the theoretical part and shows the analysis of banking portals in Macedonia. At the beginning of the theoretical part, we define electronic banking, different forms of it and the advantages and disadvantages brought by its use. In this part we also describe the main factors that influence the use of electronic banking. Since the analysis of the banking portals is done latter, here, in this part we define the concept of the banking portals and explained the main weaknesses or deficiencies that the portals and websites may have. Each analysis is based on a specific methodology. This includes models for measuring the quality of bank portals on which we based the analysis of banking portals in Macedonia. The first model includes the factors that influence the use of web portals, while the second one deals with the services that affect the quality of bank portals. In the practical part of this research we firstly present the banking system in Macedonia, and then describe the banking portals of Stopanska, Tutunska and Komercijalna Bank. At the beginning we briefly present the bank, explain how it’s e-banking system works and analyze the content and each parts that users can find on their web site. Based on the models described in the first part, we make an analysis of each bank individually and evaluate the quality of their portals. In this part we also suggest some improvements that should be added to a single bank portal. Our findings represent a very important basis for further improvement of banking portals in Macedonia. The analysis showed that the banking portals in Macedonia are well designed and contain elements that are characteristic for high-quality designed portals, however there is much room for further improvement...
Secondary keywords: e-business;e-banking;web site;portal;Internet;quality of bank portals;Macedonia;banks in Macedonia;
URN: URN:SI:UM:
Type (COBISS): Master's thesis/paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 67 str.
ID: 8726801