Abstract:

The Dutch financial industry makes increasing use of new distribution channels. This paper describes the degree to which this influences Dutch consumer attitudes and behaviours. The paper is based on findings from a semi-continuous study. It explains the key factors which determine the use of new channels. Consumer groups are segmented in terms of attitudes and behaviours. In addition, this paper pays attention to the differences between several types of financial services in “distribution shares” of channels. Information from this study is relevant to every supplier in the financial industry who is considering offering new channels to customers in the retail market.