Les nouveaux réseaux de distribution bancaire: divergences entre clients et fournisseurs (in French only)


Jacques Saint Amant


Option consommateurs




This report takes into consideration the closures of traditional bank branches and the creation of new banking services on the Internet and at ABMs and studies how these closures affect consumers who wish to maintain access to personalized banking services. The researchers found that consumers are frequently irritated by bank branch closures, and that often the lack of availability leads to the institution losing a client. Among Option consommateurs' recommendations are for: 1) financial institutions to revise their strategies to mirror the wishes of the consumer, 2) the government to intervene and outline certain unfavourable practices directed at consumers, and 3) the consumer to make decisions based on the quality of service they receive.

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French only

OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

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Montreal, Quebec
H2X 3V4
(514) 598-7288
(514) 598-8511

Source: Consumer Policy Research Database

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