Abstract:
There can be little doubt that the influence of technology is fundamentally changing the nature of the relationship between our High Street banks and their customers. In the United Kingdom, this is most graphically illustrated by the growth in the availability of automatic telling machines and the number of withdrawals going through them. This paper describes developments in home banking over the last ten years and argues that for the foreseeable future, the telephone is likely to remain the predominant delivery medium for financial services into the home. It concludes with a warning to financial institutions that not only should they carefully research the full cost versus benefit picture before venturing into new areas of service provision and capitalising on new technologies, but that the longer term consequences of possible customer alienation and loss of brand loyalty need to be carefully evaluated before committing wholeheartedly to the brave new world of electronic service delivery.
This could also be of interest:
Research Papers
Banking communication
Catalogue: EFMA/ESOMAR Seminar 1982: How Research Can Help Financial Organisations Communicate Internally And Externally
Author: Paul Danloy
 
June 15, 1982
Webinars
Future of Banking: Navigating with Market Research
Catalogue: Webinars 2020
Authors: Phong Huynh, Patrick Tay, Tim Hill
 
June 25, 2020
