Bank performance analysis and identification of key determinants of electronic banking customer satisfaction - balanced scorecard approach

The issue of adequate measurement the use intangible assets and monitoring its impact on financial performance organization in recent decades is bridged by a measurement-managerial model that unites non-financial indicators - Balanced Scorecard (BSC). Since this paper focuses banks as representatives specific, modern organizations, subject research to examine possibility applying analysis banking performance. aim analyze, using qualitative methodology (review existing papers literature), whether BSC applicable for performances; then, quantitative methodology, through connecting two perspectives same (perspective internal business processes perspective customers), how determinants TAM (perceived usefulness, ease use) SERVQUAL security privacy, responsibility) affect electronic customer satisfaction. empirical was conducted survey method territory Republic Serbia at end 2020, sample included 324 respondents. Statistical software SPSS Statistics used process collected data. Based literature review, it found performances. results have shown perceived responsibility positive statistically significant satisfaction users, while does not mentioned users.