The Development of Electronic Banking Services in Poland in the Era of the COVID-19 Pandemic using the Example of PKO Bank Polski

Abstract Research background: The COVID-19 pandemic has changed consumer preferences and their use of banking services. Consequently, the propensity of bank customers to use electronic banking has increased. Banks, in order to meet customer expectations, develop and improve the most popular channels of distribution of their services, offering increasingly advanced technological solutions that provide the customer with a high level of security. Purpose: The aim of this paper is to analyze and evaluate the functioning of electronic banking in PKO Bank Polski in the era of the SARS-CoV-2 coronavirus pandemic. Research methodology: The current situation regarding the functioning of e-banking in Poland in the era of the pandemic with particular emphasis on the development of electronic banking services at Bank PKO Bank Polski was investigated. Development trend models were used for the study, and then applied to forecast the changes that will occur in the electronic banking market in Bank PKO Bank Polski at the end of 2022 and in 2023. The analysis was carried out using the STATISTICA 13.3 program. Results: Banks, including PKO Bank Polski, will increasingly need to develop their digital infrastructure and continue to innovate to keep up with changing lifestyles. In the future, the use of cash will be marginalized in favour of electronic payments. Novelty: Further IT and telecommunication progress at PKO BP Bank Polski will result in the emergence of more innovative solutions for banking services and, at the same time, the development of the electronic money market.