Internet banking has become one of the new electronic service delivery channels that banks use in order to improve services they provide to their customers. Internet banking has allowed banks to offer information and services to customers at their convenience, and many Thai banks follow the worldwide trend to implement Internet banking. Information benefits are the major benefits for corporate customers, whereas transaction benefits seem to be less valuable because of concerns about security and reliability on the web. Banks do believe that Internet banking reduces operating costs and assists banks to interact with their customers more efficiently. Hence, when banks decide to use web technology to enhance customer interest and to develop customer relationships, they have to figure out how to create customer value and lower barriers of the web so that they can maintain long-term customer relationships and gain sustainable competitive advantage.
Siriluck, Rotchanakitumnuai and Speece, Mark, "Internet banking benefits: a qualitative study among Thai Internet Banking Service Providers" (2003). ICEB 2003 Proceedings. 149.