The subject of this thesis is based on the view that digital transformation has fundamentally changed the way financial services are provided and used. In the first part of the work, the theoretical starting points and previous researches were analyzed, and based on the collected knowledge, research was carried out with three goals. The first goal is to determine the degree of use of digital channels in relation to traditional banking operations (going to a bank branch). The second objective is to determine the motivation for using digital banking channels, and the third objective is to determine the attitudes of respondents regarding the application of new technologies in the banking sector. The purpose of the paper is to show how modern technologies have irreversibly changed the banking sector, and only innovative and highly adaptable banks can survive on the market and be competitive. The empirical part of the work was carried out using a quantitative method, and the sample of respondents was 158. The main research tool was an anonymous survey questionnaire, and the results of the research showed that a large part of Croatian citizens still go to the branch to perform banking services, and to a certain extent they are not trustful of new technological solutions. The reason for this may lie in the low level of digital literacy in Croatia, which depends on age, education and the level of economic development of the society.