Systèmes d'Information et Management


With the development of the Internet, the remote banking services raise important questions concerning the role it will play compared to branch banking services. The objective of our research is to examine the effects of the Internet banking on visits to the branch and the use of Minitel banking. To tackle this issue, we will make use of the relative substitution theory and the media richness theory. The method consists in comparing the use of branch banking services and Minitel banking among users and non users of Internet banking. From a sample of banking customers, the consequences of the Internet on visits to the branch and the use of Minitel banking are characterised by first, a smaller share in the use of these banking channels in the satisfaction of the needs in banking services and second, the changing roles of these channels. Therefore, Internet banking cannot replace the existing banking channels. For the time being, it can only complete them.