Internet banking quality: marketing possibilities and customers’ loyalty

Purpose of the research is to identify customers’ satisfaction with internet banking quality and customers’ loyalty. Internet banking is bank’s innovative product that has positive influence on environment, i.e., it provides possibility to save paper, energy and other resources and as result to decrease carbon footprint and to provide other business with possibility for sustainable development. Internet banking quality is important factor that influence adoption of internet banking and customers’ loyalty. Research results identified that internet banking users are satisfied with internet banking reliability, internet banking usability, internet banking quality. They have also positive attitude regarding internet banking and they are willing to recommend it. Internet banking quality cannot be considered as factor that hinders adoption of internet banking and use of internet banking as environment for marketing. Research methods used: literature review, survey methods, descriptive statistics, factor analysis. JEL codes: M300; M310.