La accesibilidad presencial a los servicios bancarios en España: informe de seguimiento 2024
Series: Occasional Papers. 2502.
Author: Banco de España.
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Abstract
According to the report on in-person access to banking services in Spain, the number of access points declined slightly in 2023 (by 0.55%), although less than in 2022. The number of bank branches decreased, albeit far less than in previous years, while there was a slight increase in the number of automated teller machines (ATMs). Meanwhile, the number of municipalities with no in-person access to banking services fell by just 10, compared with a drop of 167 in 2022. In-person channels continue to be widely used for banking operations, with 84% of customers using ATMs and 64% visiting a branch, compared with 58% who used online banking. The digital gap by age group, education level and income level persists, but is expected to gradually narrow, particularly across age groups. Customer preferences are tilted towards in-person services, especially among the elderly and those with lower levels of income and education. Users also report being satisfied with banking services, highlighting their trust in in-person services and the ease of online banking.