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2014, vol. 43, br. 5, str. 86-109
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Mobilno bankarstvo - novi trend u savremenom bankarskom sektoru
Mobile banking: New trend in the contemporary banking sector
Sažetak
Bankarstvo je, krajem prošlog i početkom ovog veka, prolazilo i dalje prolazi kroz značajne promene, prilagođavajući se novim okolnostima i izazovima u okruženju. Savremene informacione tehnologije su pružile mogućnost bankama da prošire svoje poslovanje i prilagode ponudu proizvoda i usluga kroz nove kanale komunikacije. Sve veća upotreba mobilnih uređaja, posebno takozvanih 'pametnih' telefona, je doprinela razvoju novog vida bankarstva, poznatog kao mobilno bankarstvo. Mobilno bankarstvo predstavlja poseban kanal elektronskog bankarstva koji omogućava da klijenti komuniciraju sa bankom putem mobilnih uređaja. Usluge i proizvodi banke su, na taj način, dostupne klijentima u bilo koje vreme i na svakom mestu, pri čemu se od bankarskog sektora očekuje da dobro razume potrebe današnjeg klijenta, pre procesa implementacije mobilnog bankarstva. Predmet istraživanja u ovom radu je mobilno bankarstvo, kao deo elektronskog bankarstva, koje je nastalo pod uticajem razvoja savremenih informacionih tehnologija. Rad objašnjava koje su osnovne karakteristike mobilnog bankarstva, prednosti koje ono donosi, ali i nedostatke sa kojima se banke i klijenti suočavaju prilikom njegovog korišćenja (ili njegove implementacije u praksi). Takođe, prikazan je i trend korišćenja mobilnog bankarstva u svetu i u našoj zemlji, kao i tendencije razvoja novih usluga.
Abstract
In the late 1990s and early 2000s, banking has undergone and is still undergoing some considerable changes, adjusting itself to the new circumstances and challenges in its environment. Modern information technologies have granted an opportunity to banks to expand their operations and adjust their offer of products and services, placing them through the new communication channels. The increasing reliance on mobile devices, especially the so-called smart phones, has facilitated the development of a new form of banking, known as mobile banking. Mobile banking is a specific channel of electronic banking, enabling clients to communicate with the bank via mobile devices. The bank's products and services are, thus, available to the clients at any time and at any place, and the banking sector is expected to perfectly understand the needs of today's clients, before implementing mobile banking. The research in this paper focuses on mobile banking, as a segment of electronic banking, which has developed under the influence of modern information technologies. The paper elaborates on the main characteristics of mobile banking, its advantages, but also its drawbacks that the banks and their clients are facing in the process of its utilization (or its implementation in practice). Moreover, the paper presents the trends of using mobile banking in the world and in Serbia, along with the tendencies for developing new services.
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