Abstract
ABSTRACT This research examined the survey responses of 801 financial customers who provided information regarding their usage of, and attitudes towards, financial distribution channels. The study found that whilst the trend within the banking industry is to replace human tellers with self-service distribution channels, such as ATMs and telephone banking, the strength of customer intentions for usage of human tellers within the next two years supports the concept that the branch will still play an instrumental role in the delivery of services to customers in the future.
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