At the intermediary interactivity level, a client can have access for information on accounts through balance and statement. Other options are fund transfer and bill payments. Notice that in the intermediary level the client has to have some access to the bank database. As advanced level of interactivity we consider banks that are working primarily via Web, the non-branch banks. We also have in this very same level banks that are promoting the use of some e-cash as a way to develop transactions through the Web.
Banks use the Web to improve relationship with customers.
At the basic interactivity level, e-mail and forms are the ways a client has to make suggestions and complains. The advanced level of interactivity is related with possibilities the Web brings in gathering information to product and service development. More advanced technologies, such as videoconference, are also considered in this level. We selected 121 banks from all over the USA that were already running a Web site. We checked information of each bank we have the Web site visited with the FDIC database.