Banking institutions have always been important in our lives. With the use of the Internet, doing business with them has changed significantly. The tasks, information, and services provided have become simpler and, above all, more accessible to all users. In recent years, the use of electronic payment instruments in the Republic of North Macedonia has increased. According to the latest statistical data, payments made with electronic instruments, such as debit cards and credit cards, have marked a significant increase in use, affecting the decrease in the number of cash payments. Despite the increasing availability and adoption of e-banking services, there remains a significant portion of the population that shows hesitation or resistance to using these platforms. The objectives of the study include the analysis of the current trends of e-banking, the identification of the motives and advantages of its use, the assessment of the safety and reliability of e-banking platforms by citizens, as well as the examination of the influence of socioeconomic factors, and demographics in the use of e-banking. Also, the study will investigate the impact of the COVID-19 pandemic on changing payment and transaction habits and increasing the use of e-banking during the COVID-19 crisis. The results of this study will help financial institutions and authorities to understand the needs and preferences of citizens in this area.