Rethinking bank branch closure strategies through omni-channel usage data analysis

Abstract

This study attempted an ANOVA analysis to see the status of various omni-channel usage by customer type using actual customer data of domestic provincial banks. And, through regression analysis, the factors influencing each channel were investigated. Therefore, the purpose of study provides implications for rethinking banks' branch closure strategies through this analysis. As a result of the analysis, it was found that the older the customer, the higher the customer class, the more they use face-to-face(branch )channels.