Behind Multi Channel Management

The aim of the thesis is to use a case study to provide a strategic direction for the branch design of a medium-sized savings bank and thus contribute to maintaining the competitiveness of the institution. Based on current trends in banking, the advantages and disadvantages of different distribution channels of the multi-channel management concept are discussed using current literature, journals, publications and expert interviews. By means of a case study, the effects on the branch offices of a medium-sized savings bank are analyzed. The paper concludes with recommendations for the future branch design of the investigated savings bank. In the future, as in the past, the success of a financial institution will primarily depend on its employees and their skills. Multi-channel management provides valuable support and represents an instrument to.