Analysis of Perceptions on the Effect of Legislative Solutions on the Success of E-Banking Services in Kosovo

Abstract

Using data collected from interviews with 351 consumers and 60 employees at second-tier banks in Kosovo that offer e-banking services, the level of their perceptions regarding the effect that legislative solutions have on the success of e-banking services was assessed. The legal obligations that banks must meet in order to have the right to provide e-banking services are considered a factor with a high positive effect (65.75 scores) on the success of efforts to implement e-banking services. The level of approximation of legislation in Kosovo with international standards and the legislation of EU countries is assessed at the “High” level (63.75 scores). The way in which second-tier banks implement legislation that addresses issues of e-banking services is assessed at the “Moderate” level (59.75 scores). Consumers state that the rules and procedures adopted by second-tier banks for e-banking services are understandable and easy to implement (65.75 scores). According to the perceptions of bank employees, the regulatory framework for the implementation of e-banking services does not create unbearable physical and psycho-emotional burdens for them (65.0 scores). Legislation solutions related to e-banking services in Kosovo are perceived as factors with significant stimulating and supporting effects, at the “High” level (62.5 scores), for the process of implementing e-banking services.