As Internet usage in the U.K. grows beyond 60% and the Internet has become an essential tool both for research and shopping for the retail consumer, banks and financial institutions (hereafter referred as financial institutions or firms) are placing a high premium on the online channel. Perceptions about the Internet have matured. Nowadays it is regarded as a critical element in a financial institution's retail delivery channel mix, the channel with the lowest costs and the one that provides the highest customer satisfaction.
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