Witman, Paul D.; Roust, Tamara L. - In: International Journal of Electronic Finance 2 (2008) 2, pp. 197-210
Serving customers' banking needs online has been proposed to be a cost-saving move for the Financial Institution (FI). These same online services have also been posited to result in higher customer value for the FI. This study analyses the records of two FIs (totalling over 500 000 users) to...
