Electronic banking security and customer satisfaction in commercial banks

Abstract

The aim of this article is to examine the selected attributes of commercial banks security in relation to customer satisfaction. We focused on electronic banking products as these represent a significant segment of today's bank activities. We compared the opinions of different social groups (men and women, university educated respondents and the others, respondents under the age of 35 and the elders). Our empirical research in the banking sector of Slovakia showed that only 71.96% of the respondents think their bank takes proper care over their money. Electronic forms of banking are used by more than 90% of the respondents, particularly by university educated ones. The trust in security of electronic payments was found to be at quite a low level of 78.19%. At the same time, 12.77% of the respondents declared they had been a target for hackers, men being a more frequent target.