Analysis of banks communication with clients using information technologies in Lithuanian cases

Abstract

In order to retain existing and attract new customers, banks highlight smooth and fast communication as their biggest advantage for their customers. To achieve this goal, banks use information technology. Given the current state of affairs, the risky epidemiological situation has led to an increase in customers’ need for remote care, which has been particularly affected by the spread of the Covid-19 virus. Therefore, the aim of this article is to darken and organize the means of communication used in the Lithuanian banking sector. The main means of communication in the application of IT in the Lithuanian banking sector were singled out and a questionnaire was drawn up and an expert survey was conducted in order to find out which means of communication are most often used by experts. The consistency of the experts’ opinions was also calculated from the obtained experimental domains and the formulas presented in the article by calculating the concordance coefficient of Kendall W.