Bank customers are flighty in their internet loyalties, according to a report from the Chartered Institute of Bankers.
Nearly nine out of 10 traditional banks and half of new entrants believe customers are more disloyal to e-banks than traditional branch-based services, the survey says.
Institutions say they will have to offer personalised packaged services, including lifestyle products if they are to retain customers' loyalty.
The Profit Through Knowledge report was published in association with Andersen Consulting management consultancy, and Siebel Systems software provider.
Dr Tony Gandy, author of the report, says: “It seems that the full impact of the e-commerce revolution is hitting home.”