ABSTRACT
The market for financial services has become increasingly competitive with unprecedented levels of new entrants and developments in remote delivery channels. Society in general has also seen radical changes with, amongst other things, a noticeable trend towards greater consumer empowerment. For example, in the United Kingdom individuals are being actively encouraged by the Government to take personal responsibility for their pensions and tax returns. Against this background of change both within the financial services markets and society, the paper attempts to ascertain what effects these trends have had, or are likely to have, on bank customer behaviour.
