20.500.12556/DKUM-98344 Percepcija tveganja in pričakovanj uporabnikov digitalnega bančništva Perception of risk and expectations of digital banking users Diplomska naloga obravnava percepcijo tveganja in pričakovanj uporabnikov digitalnega bančništva s posebnim poudarkom na vplivu digitalizacije in umetne inteligence na uporabniško izkušnjo ter zadovoljstvo uporabnikov. Namen raziskave je bil preučiti, kako uporabniki digitalnega bančništva zaznavajo prednosti, tveganja in razvojne možnosti sodobnih bančnih storitev, ter ugotoviti, v kolikšni meri uporaba umetne inteligence prispeva k njihovemu zadovoljstvu. V teoretičnem delu smo predstavili ključne pojme, teoretične okvire in rezultate predhodnih raziskav s področja umetne inteligence v digitalnem bančništvu. V empiričnem delu smo uporabili kvantitativni raziskovalni pristop. Podatke smo zbrali s pomočjo spletnega anketnega vprašalnika. V raziskavo so bili vključeni uporabniki digitalnih bančnih storitev v Sloveniji. Zbrane podatke smo statistično obdelali s pomočjo programa IBM SPSS Statistics ter analizirali štiri raziskovalne hipoteze. Rezultati raziskave so pokazali, da uporabniki digitalnega bančništva izrazito cenijo enostavnost uporabe, dostopnost in hitrost storitev, zato smo prvo raziskovalno hipotezo potrdili. Potrdili smo tudi drugo raziskovalno hipotezo, saj so se pri uporabnikih pokazali pomisleki glede varnosti in zasebnosti. Tretjo raziskovalno hipotezo smo potrdili le delno, saj zaznano tveganje ni imelo statistično značilnega vpliva na zadovoljstvo uporabnikov, medtem ko je bilo zaupanje v sisteme za odkrivanje sumljivih transakcij povezano s pogostejšo uporabo digitalnih bančnih storitev. Četrto hipotezo smo potrdili, ker se je pokazala pozitivna povezanost med vrednotenjem funkcionalnosti umetne inteligence in zadovoljstvom uporabnikov. This thesis examines the perception of risk and the expectations of users of digital banking, with particular emphasis on the impact of digitalization and artificial intelligence on user experience and user satisfaction. The purpose of the research was to examine how users of digital banking perceive the advantages, risks and development opportunities of modern banking services and to determine to what extent the presence of artificial intelligence contributes to their satisfaction. In the theoretical part, we presented the key concepts, theoretical frameworks and results of previous research in the field of artificial intelligence in digital banking. In the empirical part, we applied a quantitative research approach. The data were collected by means of an online survey questionnaire. The research included users of digital banking services in Slovenia. The collected data were statistically processed using IBM SPSS Statistics and four research hypotheses were analyzed. The research results showed that users of digital banking particularly value ease of use, accessibility and service speed; therefore, the first research hypothesis was confirmed. The second research hypothesis was also confirmed, as users expressed concerns regarding security and privacy. The third research hypothesis was only partially confirmed, since perceived risk did not have a statistically significant effect on user satisfaction, whereas trust in systems for detecting suspicious transactions was associated with more frequent use of digital banking services. The fourth hypothesis was confirmed because a positive relationship was found between the evaluation of artificial intelligence and functionalities and user satisfaction. Digitalno bančništvo umetna inteligenca uporabniška izkušnja. Digital banking artificial intelligence user experience. true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2026-06-06 22:00:48 2026-07-31 20:40:22 2026-08-01 03:06:18 0000-00-00 00:00:00 2026 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 286638851 VS_Frlic_Kristijan_2026.pdf VS_Frlic_Kristijan_2026.pdf 1 FAE26573384B7B9B168F3AB43C888606 b30d8b0f5a53361ec40cc69297f8d2db46bfe2465364839ddb3285a13c6ef1b2 b50550fd-747d-11f1-904a-00155d580e34 https://dk.um.si/Dokument.php?lang=slv&id=207729 Fakulteta za organizacijske vede 0 0 0