Intens

The research of technological sophistication of the B2B on-line services in the banking sector has encompassed all of the 34 banks that operate in Serbia. Their on-line presence was observed from the angle of sophistication of the on-line services they offer their business clients. The second part of the research was aimed toward the satisfaction and expectations of the business clients in regard of the B2B on-line banking services. Research results show that the banking services sophistication is at level 1, most of all because none of the banking services is not completely initiated on-line. The most developed form is e-banking, offered by as many as 97,06% of the banks, while in regard of the account access method, web access and application access are most widely represented. SMS and mobile access are less present.

None of the banks provide neither for the on-line loan application nor for utilization of any of the banking products on-line, although 40% of them have some of the forms available for download from their respective web sites. The offer of on-line assessment and calculation tools related to banking products is scarce, being present in only 17,65% cases, found invariably as the simple loan calculator.

On the other hand, the expectations of the business clients are directed toward much larger scale of on-line services utilization. As many as 95,24% of the users would utilize the availability of the on-line applications for banking products. The availability of on-line assessment and calculation tools would be utilized by 86,36% of them.

These results show that there is significant room for improvement of the on-line B2B banking services in Serbia, and that there’s significant interest of business clients for such services.