没有失败的“第一银行”表明，银行能不成功吗？客户仍然重视与银行分支机构的人直接接触。大多数消费者回避电子银行。绝大多数银行客户认为网上银行服务对他们与银行的关系不重要。据和德勤咨询调查（埃里克，2001），小于电子银行客户率作为一个重要的服务，只有22%的人真正使用它三分之一。对许多银行来说，更令人不快的消息是，超过30%的客户根本不知道他们的银行是否提供在线服务。削减成本，而不是客户关心。顾客肯定不会把互联网或互动服务评为衡量他们对银行服务提供者满意程度的一个关键因素。一个“有求必应的服务”和“被视为有价值的顾客”的感觉，更有可能使消费者对他们的银行感到满意。而银行认为，24小时的访问是成功的银行的关键，消费者青睐的服务响应........................Does the failure of ‘first e-bank’ show that e-bank can not succeed? Customers still value direct contact with people in their bank branch. Most consumers shy away from E-banking. A vast majority of bank customers thinks that an on-line banking service is not important for their relationship with a bank. According to a survey by Deloitt Consulting (Erik, 2001), less than one third of customers rate e-banking as an important service and of those only 22% actually use it. Even more unwelcome news for many banks will be the poll finding that more than 30% of customers do not even know whether their bank provides on-line services at all. Cutting cost, not customer care. Customers are certainly not rating the Internet or interactive services as a key factor in measuring their satisfaction with their banking service provider. A “responsive service” and the feeling of “being treated as a valued customer” are much more likely to make consumers feel happy with their bank. While banks believe that 24-hour access is the key to successful banking, consumers favor responsive service........................
Despite all the above some important questions occur; some of them are presented below:
2.1 The nature of research:
2.2 Four levels of research:
2.3 Secondary Research:
2.4 Research Methodology in Internet Banking
2.5 Research Scope
The benefits of on-line banking
Benefits to organization:
Benefits to consumers:
3.1 The function of the service
3.1.1 Timeless and Borderless Service
.........................................
5.4 In Europe
