Evaluation of the Perception Index of “E-Banking” Implementation Process (PI E-B) in the Republic of Kosovo

Using data collected from a random sample of 351 consumers and 60 employees of second-level banks, the Perception Index and its component indicators were assessed for the process of implementing e-banking services (PI e-B) in Kosovo. According to values of PI e-B currently, this process is classified at the “Moderate” level. Legislation, regulatory framework and perceptions of the benefits that banks and consumers realize from e-banking services are driving factors for the success of these services. The characteristics and peculiarities of the consumer, the level of economic and social development, the capacities and experiences in the use of information technology are factors that currently create barriers to increasing the effectiveness and territorial expansion of e-banking services in Kosovo. The PI e-B is an instrument that can be used by second-level banks to design policies and implement programs to increase the effectiveness and quality of e-banking services in Kosovo. In-depth statistical analysis for the construction of PI e-B as a multi-dimensional instrument, the values of which will be the result of weighting the values of its constituent indicators, are future directions of scientific research.