Abstract:

In recent years, this has completely changed: technology has intruded to a great extend on the bank-customer relationship. Automated cash dispensers and account-with- drawl printers were the forerunners in the area of self- service. Electronic money, which is paid in at POS terminals, videotex and home banking are the fundamental new technologies which have began to change the customer's relationship towards his banking institution. This change will certainly continue in the future. Is this what the customer wanted? With the introduction of this new technology, this didn't always seem to be the most important question. Technical capabilities were sometimes confused with requirements and the new technology was discussed and adapted from the standpoint of rationalisation in an intensively competitive business.