The banking sector in the Maltese islands : are bank tellers and retail banking centres becoming obsolete?

Abstract

The purpose of the study is to establish the need for bank tellers and retail banking centres by the Maltese citizens and if these are becoming obsolete or not. It aims to analyse the use of these branches and the most popular services within the branch. This study also tries to analyse the substitutes of branch banking and the service quality given to the customers. Finally, it aims to determine the reason why branches and bank tellers are needed by customers and the importance to continue having these operating in Malta. The data collected for this research was through the distribution of questionnaires both to the public and to various bank branches so as to get the opinions from both parties. The data collected was analysed by charts and tables which were designed through the use of Microsoft Excel. This study can be used by banks in order to improve their customer service and to get an insight if the demands from different age groups. Moreover, banks can get insights on the reasons why the Maltese are not yet ready to rely solely on e-banking and therefore going branchless.