Abstract
Overview
The "bank versus biller" argument for online bill viewing and payment is
passe. This analysis provides a new paradigm for fi nancial institutions
regarding their online bill payment programs, based on insight on the number
of consumers viewing and paying bills online, the breakdown among account
holders at the largest fi nancial institutions, and the differences between
consumers' online bill payment preferences and actual behavior.
Primary Questions
- Where do consumers prefer to view and pay bills-at biller or fi nancial
institution sites?
- What are major trends among a more tenured online bill payment population?
- How can fi nancial institutions benefi t from consumers paying bills at
biller sites?
- What must large banks do to attract customers of second-tier fi nancial
institutions?
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