Following the advent and expansion of mobile banking, there are an increasing number of customers using their bank app, bringing a new approach to banking operations and the relationship with the bank.
Having the smartphone in hand, ensure the users that, they can connect quickly and easily at any time. This is why 65% of users (a survey from Doxa) responded that they see the smartphone as an innovative turning point of the banking sector.
Despite this, some of the customers prefer (and will probably in the future) bank branch and especially the staff, with whom they have established a trustful relationship.
A “hybrid” feeling happens regarding the “security” along with the digitization of banking processes. The increasing use of technology is viewed positively as it ensures the information confidentiality, but for some customers, issues like, the inclusion of password on an app, or app that automatically tracks the password inserted before, keep them skeptical and for “sensitive operations” they still prefer to use home banking.
The result could be an overall improvement of the relationship with the bank, which is highlighting the need to combine the digital and “classical” world of the branches, not to be less effective than human relationships.