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2021 | OriginalPaper | Chapter

Online vs Offline Banking

Authors : Zoe Papadopoulou, Stavros Valsamidis, Ioannis Petasakis, Athanasios Mandilas

Published in: The Changing Financial Landscape

Publisher: Springer International Publishing

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Abstract

Banking industry has undergone radical changes and improvements in the last few years because of digitalization, but there is little evidence for the borderline between online and offline banking regarding the customers. The habits of customers and the new competitive environment are forcing banks to address their digitalisation process as a matter of urgency if they are not to be left behind in a market which finds itself in the full throes of transformation. The customers want the banks to understand their unstated needs as well as their likes. Increasingly, banks offer simultaneously both offline and online services, but some customers still seem to prefer using offline services rather than online ones. The survey aims at identifying the factors that affect the customers to use online banking than offline banking. The objectives are to measure the factors which affect the use online banking versus offline banking. This will provide valuable information to banks so that could improve online banking services and develop new products and programs. The study carries out the analysis by collecting quantitative data through structured questionnaires from 200 bank customers. The overall evaluation discloses the findings for the transference channel from offline to online banking with habits and preferences of customers in Greek banks. The contribution of the study is the valuable information for banks so that improve online banking services and develop new products and programs.

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Metadata
Title
Online vs Offline Banking
Authors
Zoe Papadopoulou
Stavros Valsamidis
Ioannis Petasakis
Athanasios Mandilas
Copyright Year
2021
Book
The Changing Financial Landscape

Print ISBN: 978-3-030-82777-9

Electronic ISBN: 978-3-030-82778-6

Copyright Year: 2021

DOI
https://doi.org/10.1007/978-3-030-82778-6_13