Transforming customer meetings of local banks from traditional office buildings to alternative locations. An exploratory research
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2020-08-10
Language
en
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Abstract
The digitalisation of banking services rapidly developed over the past years and is still expected to increase. An increasing number of bank customers are able to arrange more and more banking affairs online, which reduces their need to visit bank branches. This forces banks to change their traditional business models on customer meetings if they want to benefit from this process. Due to the decrease in physical customer meetings, it is imperative for the local banks to reconsider the position of their traditional, often large, and centrally located branches as they are very unpractical and costly to establish and maintain. This research provides a guideline for local banks, but especially the Rabobank Tilburg, to constitute the transformation from traditional bank branches, which are not the most sustainable and useful choices anymore, to creative, flexible, and innovative alternatives.
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Faculteit der Managementwetenschappen