<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0120-3053</journal-id>
<journal-title><![CDATA[Apuntes del Cenes]]></journal-title>
<abbrev-journal-title><![CDATA[Apuntes del Cenes]]></abbrev-journal-title>
<issn>0120-3053</issn>
<publisher>
<publisher-name><![CDATA[Universidad Pedagógica y Tecnológica de Colombia (UPTC)]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0120-30532024000200099</article-id>
<article-id pub-id-type="doi">10.19053/uptc.01203053.v43.n78.2024.17216</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Customers' Attitudes and Perceived Constraints to E-Banking Services: A Survey Study in Albania]]></article-title>
<article-title xml:lang="es"><![CDATA[Actitudes de los clientes y limitaciones percibidas en relación con los servicios de banca electrónica: una encuesta en Albania]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Lila]]></surname>
<given-names><![CDATA[Armelina]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Tanushev]]></surname>
<given-names><![CDATA[Christian]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Mediterranean University of Albania  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Albania</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,University of National and World Economy  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Bulgaria</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2024</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2024</year>
</pub-date>
<volume>43</volume>
<numero>78</numero>
<fpage>99</fpage>
<lpage>123</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0120-30532024000200099&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0120-30532024000200099&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0120-30532024000200099&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract: The relevance of the study is determined by the need to identify the level of satisfaction of customers of banks in Albania and the perceived limitations that hinder the development of electronic services. The purpose of the work is the analysis of clients' perception of electronic banking services, the problems of ensuring client satisfaction and the development of proposals for its improvement. The methodological approach hinges on several key components: studying statistical data concerning banking services, conducting two-way analyses to explore variable interactions, conducting surveys to gather user insights, utilizing graphical methods to visualize the results, and employing generalization techniques to summarize research outcomes. The analysis of the development of the banking system of Albania, which showed a significant expansion of electronic services for customers, a substantial increase in the share of electronic transfers in their total number during 2010-2022. A survey of bank customers showed that the availability and flexibility of e-banking services are the most important attributes of their quality; however, there is an impact of perceived limitations on the increase in the number of e-banking users and the need to improve customer service has been proven. Despite the ease and speed of transactions, lower costs and time savings, customers do not rate e-banking as a high-quality service and demonstrate insufficient knowledge about these services. There is a need to improve communication with clients and to reduce costs or provide basic electronic banking services for free. The results and conclusions have practical significance in the development of financial and credit policy by the Government of Albania in the projection of the use of electronic technologies, for bank managers in the planning and marketing of banking services.  JEL Classification: G21, L86, O33.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen: La relevancia del estudio viene determinada por la necesidad de identificar el nivel de satisfacción de los clientes de los bancos en Albania y las limitaciones percibidas que dificultan el desarrollo de los servicios electrónicos. El objetivo del trabajo es el análisis de la percepción que tienen los clientes de los servicios de banca electrónica, los problemas para garantizar la satisfacción de los clientes y la elaboración de propuestas para su mejora. El enfoque metodológico gira en torno a varios componentes clave: el escrutinio de datos estadísticos relativos a los servicios bancarios, la realización de análisis bidireccionales para explorar las interacciones entre variables, la administración de encuestas para recabar la percepción de los usuarios, la utilización de métodos gráficos para visualizar los resultados y el empleo de técnicas de generalización para resumir los resultados de la investigación. El análisis del desarrollo del sistema bancario de Albania, que mostró una expansión significativa de los servicios electrónicos para los clientes, un aumento significativo de la parte de las transferencias electrónicas en su número total durante 2010-2022. Una encuesta entre los clientes de los bancos mostró que la disponibilidad y la flexibilidad de los servicios de banca electrónica son los atributos más importantes de su calidad; sin embargo, hay un impacto de las limitaciones percibidas en el aumento del número de usuarios de banca electrónica y se ha demostrado la necesidad de mejorar el servicio al cliente. A pesar de la facilidad y rapidez de las transacciones, la reducción de costes y el ahorro de tiempo, los clientes no califican la banca electrónica como un servicio de alta calidad y demuestran un conocimiento insuficiente de estos servicios. Se corrobora la necesidad de mejorar la comunicación con los clientes y reducir el coste o realizar transacciones bancarias electrónicas básicas de forma gratuita. Los resultados y conclusiones tienen importancia práctica para el desarrollo de la política financiera y crediticia del Gobierno de Albania en la proyección del uso de las tecnologías electrónicas, para los gestores bancarios en la planificación y comercialización de los servicios bancarios.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Internet services]]></kwd>
<kwd lng="en"><![CDATA[banking institutions]]></kwd>
<kwd lng="en"><![CDATA[information and communication technologies]]></kwd>
<kwd lng="en"><![CDATA[user behaviour]]></kwd>
<kwd lng="en"><![CDATA[satisfaction with product quality]]></kwd>
<kwd lng="en"><![CDATA[Albania]]></kwd>
<kwd lng="es"><![CDATA[servicios de Internet]]></kwd>
<kwd lng="es"><![CDATA[entidades bancarias]]></kwd>
<kwd lng="es"><![CDATA[tecnologías de la información y la comunicación]]></kwd>
<kwd lng="es"><![CDATA[comportamiento de los usuarios]]></kwd>
<kwd lng="es"><![CDATA[satisfacción con la calidad del producto]]></kwd>
<kwd lng="es"><![CDATA[Albania]]></kwd>
</kwd-group>
</article-meta>
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