Zachowania klientów indywidualnych na rynku bankowości internetowej

Abstract

Customer behaviour on internet banking market was undertaking in this paper. Most of Polish customers present passive or neutral attitudes. Only 16% of customers use banking services by Internet. Range of internet banking services among these customer is wide. Moreover level of satisfaction of using internet banking is higher than level of satisfaction of traditional service in branches. For Polish customers internet banking is perceived as complementary distribution channel of serving banking services to traditional branches. That is why Internet should be element of defensive strategy of banks.