Talking of online payment enablers, HSBC seems to be a favorite among websites. It has positioned itself very well in that e-payment component. That's not to say that HSBC is the only bank that people are using, but it is the best-positioned in Asia. For banks, the B2B impact is really just on the transaction side. So if you don't move at the same speed as your customers, you're going to be left behind.
Competition is basically the reason why banks are moving to the Internet.
Your first line of defense in terms of improving customer service is to develop an Internet presence. It's a cost saver as well because an Internet banking transaction costs a fraction of an ATM or a call-center transaction. But like many other organizations, most banks are ignoring the back-end internal systems because it takes three years to redo them. That is why Internet banking is still a frustrating experience. HSBC actually has an initiative to gradually rebuild the back-end.