Adoption of Online Banking Services in Kazakhstan

Zhanat Abaikhanov

Bachelor's thesis

Abstract:

This bachelor thesis examined the factors influencing the adoption of online banking services in Kazakhstan. It aimed to identify the main drivers and barriers of adoption, assess the role of demographic and technological factors, and evaluate the importance of trust, security, and convenience. The research combined a theoretical review with a mixed-method empirical analysis. Quantitative data were collected through a questionnaire survey among consumers in Kazakhstan, while qualitative insights were obtained from two semi-structured interviews conducted in Russian via Google Meet in February 2026. The findings showed that online banking had become a well-established service, especially among younger and middle-aged users. The main drivers were app functionality, speed, and convenience, while the main barriers were security concerns, lack of trust, and preference for personal interaction. The thesis concluded that further growth depended on usability, customer confidence, and inclusive digital services.

Keywords

online banking, Kazakhstan, adoption, consumer behavior, financial technology, trust, digital banking, Central Asia

Jazyk práce: English

Datum vytvoření / odevzdání či podání práce: 15. 3. 2026

Obhajoba závěrečné práce

• Vedúci: prof. Ing. Mansoor Maitah, Ph.D. Ph.D.
• Oponent: Michaela Urbanová, Ing.

Czech University of Life Sciences Prague

Faculty of Economics and Management

Bachelor programme:
Business Administration