The Provision of Electronic Banking Services in the UK and Scandinavia

For guidance on citations see FAQs. c [not recorded] Version: Accepted Manuscript Copyright and Moral Rights for the articles on this site are retained by the individual authors and/or other copyright owners. For more information on Open Research Online's data policy on reuse of materials please consult the policies page. ABSTRACT Electronic delivery is forecast to become a major distribution channel for many service companies, particularly those that are based upon collecting, processing and delivering information. This paper examines electronic retail banking services in two European regions, the UK and Scandinavia. A mailed questionnaire was used to understand and, where possible, quantify the external market and internal factors known to be important in the development and launch of such services. It is found that, at the time of the study, the majority of respondents in both regions are already either developing or providing electronic banking services. The factor viewed as most important in driving the provision of electronic services is a corporate vision of the future in which the banking market becomes ever more competitive and customers demand greater convenience. The nature of the customer segment that is expected to adopt such electronic services, being of high net worth, and the organisation's reputation for innovation are also considered important factors.