Banking is currently undergoing significant structural change. Large building societies have demutualised. Newcomers, such as supermarkets, are entering the banking market with a growing range of financial products. At the same time, banks are increasingly recognising the attractions of developing new delivery channels and re-engineering traditional channels in order to meet changing customer preferences and improve efficiency and productivity. Many personal customers continue to use their local branch for most of their banking needs, whilst others prefer telephone or PC banking. Business customers need local…

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