ZAGREB, November 17, 2019 – A survey commissioned by Mastercard shows that Croatian citizens spend nearly five hours on their mobile phone on average, that 67% would use it to pay bills and that 82% are satisfied with the current digitisation level.
The Masterindex survey on the use of financial services in Croatia and the attitude to payment cards was carried out by the Improve agency in October on 1,000 respondents aged 18-55.
The findings show that nearly everyone uses a mobile phone for 4.7 hours daily on average. Eighty-four percent of respondents use smartphones and online chats, 82% use e-mail, 81% shop online, 79% browse the Internet, 74% use social media and 64% use mobile banking.
As for the daily use of digital services, 97% of respondents browse the Internet, 92% use social media, 85% have mobile phones with Internet access and online chats, 85% use them for e-mail and 73% for the weather forecast.
Compared with last year, social media are used a little less, while navigation, payment apps and video on demand a little more.
Eighty-two percent of respondents are satisfied with the level of digitisation in Croatia, up 4% from November 2018. However, 73% would like to see more innovation and digital services in healthcare, 53% in public administration, 49% in education, 21% in the judiciary, 20% in public transport, 16% in retail trade, 14% in financial services and 11% in telecommunications.
The youngest are the most critical of the level of digitisation and wish to see more progress in education, healthcare and public transport. The elderly would like to see more progress in public administration, healthcare, telecommunications and cars.
Mobile phone use is highest in the 18-29 age group, 5.5 hours a day on average.
Sixty-seven percent of respondents would be interested in using their mobile phone for online payments, up 6% on May 2019 but down 6% on November 2018. Mostly interested in this kind of payment are those with a monthly income of over HRK 12,000 (79%), respondents in the Slavonia (77%) and Lika (75%) regions, those aged 18-29 (72%) and those without any income (72%).
Fifty-nine percent of respondents are interested in contactless payment and 62% in payment by mobile app.
As an alternative to payment cards, 71% of respondents would choose their mobile phone for payment rather than another device or method, including 79% of those in the 18-29 age group and 86% of those with the highest monthly incomes.
Men use payment cards more than women, those with university degrees, older than 40 and with a monthly income over 5,500 kuna.
Eighty-nine percent of payment card users use them from time to time for online shopping, up 4% on May 2019 and 2% on November 2018.
Thirty-two percent of online shoppers use debit cards, 25% use PayPal, 23% use credit cards, 8% pay cash upon delivery, 7% use online banking and 4% pay by credit card in instalments.
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