The delicate balance of Internet banking and bricks and mortar offices : a study on bank services offered in Visby

Abstract: Internet banking has an impact on banking performance as well as customer’s daily life. Customers are getting more used to use Internet banking services because the Internet is so popular and common available, it is more convenient and comfortable for customers to use banking services on the Internet. Hereby Internet banking also helps to improve banking service and increasing banks profitability by reducing costs. It also increases the overall value of the banks services by providing convenience, reliable, faster, cheaper services. The purpose of study is to find out which services customer prefers to execute the Internet bank and which services customers prefer to execute through branch office and based on this, what combination of services are desirable for banks customers in Visby. Finding shows that young and educated people are more frequently users of Internet banking for balance inquiry and for viewing the transaction history of his/her account. For some services customers prefer to visit branch office when opining a new account, deposit money, insurances service and loan activities. Banks encourage their customers to use online services but there is need that there are some activities that customer must go to the branch office.