• Summary

• Four percent bank online
  • The 25-34age group are themostactive online bankers
  • Checking current account balances is the most popular online banking activity

Chapter 2 Internet use

• Home Internet use grows
• The majority of home Internet users have been online for less than a year
• Experimenting with the net? Most home Internet users, go online less than three times a week
• Respondents were less keen to bank online fromwork than fromhome
• Internet usage at work i s more established and frequent then home Internet use

Chapter 3 Internet search

• Customers need to be 'guided' through the online buying process
• Banking services are the most popular financial service for which information is searched for online
• Internet users like to 'shop around'
• Lack of security on the Internet: Reality or media hype?

Chapter 4 Saving accounts online

• Ability to monitor investment performance would most encourage respondents to apply online for a savings account

Chapter 5 Alternative Online Banking Channels

• The home PC dominates online banking
  • Possible impact of mBanking
  • Digital TV growth
  • Movies on demand and more educational channel s would encourage a greater take-up of digital set top boxes
  
  
• Over 50%of those with a mobile phone would use it to send emails if their phone company offered this service
• Saving accounts offline
• The bank branch re mains the most important supply channel for banking services
• Convenience was the most important factor used to choose saving account providers
• Visiting the bank branch remains the important means of contacting a saving account provider
• Two thirds of saving account holders have not considered changing service providers

Chapter 6 Tables

• Online Bankers
• Online Banking Activities
• Home Internet use
• How long have you been using the Internet at home?
• How long/often do you spend/go online at home?
• Internet use at work
• How long/often do you spend/go online at work?


• Internet search
  • Average number of websites accessed
  • Internet purchasing
  
  
• Saving accounts
• Non Internet
  • Which Internet access method do you use to bank online?
  
  
• Digital TV
  • What would encourage you to subscribe to digital TV
  • Would you use the following service if their mobile phone company offered them
  
  
• Saving accounts
  • Sources of information used to research the last saving and investment product bought
  • How did you choose your service provider from whom you last obtained a savings account?
  • Which method have you used in the last 3 months to contact you service provider
  • Have you considered changing providers?
  • Reasons for considering changing providers
  • Main reason for not changing providers

List of Figures

• Figure 1.1: Percentage banking online - by age group
• Figure 1.2: Percentage banking online - by age group
• Figure 1.3: Percentage banking online - by social class
• Figure 1.4: Percentage banking online - by social class
• Figure 1.5: Percentage banking online - by gender
• Figure 1.6: Percentage banking online - by age finished education
• Figure 1.7: Which online activities are performed
• Figure 2.8: What do you use the Internet for at home?
• Figure 2.9: Percentage banking online from the Internet at home - by age group
• Figure 2.10: How long have you been using the Internet at home?
• Figure 2.11: What do you use the Internet at work for?
• Figure 3.12: Percentage of Internet user search for each product area
• Figure 3.13: Which products have Internet users ordered online
• Figure 4.14: Research method used to look for information on saving accounts
• Figure 4.15: What would encourage you to apply online for a saving account
• Figure 5.16: Which Internet access method do you use to bank online?
• Figure 5.17: Which activities do you use you Digital set-top box for
• Figure 5.18: Which services would you use if your phone company offered them
• Figure 5.19: Which method did you use to research the last saving and investment product that you bought?
• Figure 5.20: How did you choose the company/provider you used?
• Figure 5.21: Which method have you used in the last 3 months to contact your service provider?
• Figure 5.22: What did you do when you went to the bank in the last 3 month?