This paper presents an analysis of the Web banking evolution based on a survey on 300 bank Web sites in three countries - Brazil, United States and Spain - from 1997 to 1999. Looking at works that have being published on the subject, this paper classifies banking services in three main groups: information delivery, transaction and relationship. Each of these three groups is divided in other three, depending on interactivity level of the service, creating nine different categories. First banks went to the Web to post promotional information about products and services. Later they discovered the opportunities to reduce costs and improve relationship with clients through the use of more interactive services.
Internet; banking services; electronic commerce; home banking
