Abstract:

Using findings from a continuous survey amongst UK Internet bank customers and additional primary research conducted in December 2004, this paper aims to provide a unique insight into Internet banking in the United Kingdom. The paper reveals consumers' perceptions of Internet banking, how these have changed over time and how they are likely to develop in the future. It offers all those involved in the financial industry a better understanding of what consumers want from Internet banking and suggests the key areas for improvement that will help further grow this important sector of the market.