The burgeoning interest in PC-banking, along with the continuing growth in call centers, was one of the big stories last year. But for banks, the advantage of offering electronic channels is better customer service, not cutting costs or generating revenue.
An American Bankers Association survey found that 47% of banks with over $1 billion of assets lose money on electronic banking. Another 18% break even, and just 6% are making a profit. What's more, a full 30% don't know if their home banking efforts make or lose money.