Title: Bankinter's online broker model: the success formula

Authors: Luis Ferruz, Francisco Javier Rivas

Addresses: Department of Finance and Accounting, Universidad de Zaragoza, Spain. ' Department of Organization, Universidad Carlos III de Madrid, Spain

Abstract: This paper aims to study the different models of implementing the internet in financial brokerage, especially in trying to identify the main factors that explain the success of Bankinter in this area of business. Bankinter|s position, with respect to the other financial entities in the Spanish market, would have implied that others would have taken the leadership in Spanish online brokerage. It was completely different and today, Bankinter is one of the world references in this area. In fact, it is clear that Bankinter|s model is one of complete integration of the internet with the rest of their channels.

Keywords: online banking; online brokerage; success factors; distribution channels; quality; Indice de Satisfaccion Neta; ISN; e-finance; electronic finance; internet banking; Spain; e-banking.

DOI: 10.1504/IJEF.2008.020602

International Journal of Electronic Finance, 2008 Vol.2 No.3, pp.360 - 369

Published online: 01 Oct 2008 *

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