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Strategies for Increased Integration of Online and In-Branch Services of Banks in Canada

Author

Listed:
  • Dong, Jason

    (Dalhousie University)

  • Bliemel, Michael

    (Dalhousie University)

Abstract

Over the last decade there has been rapid growth of Online Banking. This research examines the benefits of Online Banking and how Canadian Banks accommodate various financial activates through different service channels, including Online, telephone, ABM and in-branch. A Framework is introduced for categorizing the most common activities by their need for physical interaction and assistance and to align activities with their ideal service channel. This research is concluded with the presentation of strategies for integrating these different customer channels.

Suggested Citation

  • Dong, Jason & Bliemel, Michael, 2008. "Strategies for Increased Integration of Online and In-Branch Services of Banks in Canada," Journal of Internet Banking and Commerce, , vol. 13(3), pages 01-08, December.
    • Handle: RePEc:ris:joibac:0509
    as

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    More about this item

    Keywords

    Online banking; Information and communication technology (ICT); Distribution channel strategy; Consumer banking preferences;
    All these keywords.

    JEL classification:

    • G24 - Financial Economics - - Financial Institutions and Services - - - Investment Banking; Venture Capital; Brokerage

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