We study how consumers trade off digital versus in-person banking services and how consumer demand impacts bank technology choices. We use the COVID-19 pandemic as a laboratory, where pandemic risk raised the cost of in-person bank services. After the cost of in-person banking rises, customers,...

We study the relationship between banks' IT capabilities and their ability to serve customers during the demand shock for digital banking services generated by the COVID-19 pandemic. Amid mobility restrictions, banks with better IT experience larger reductions in physical branch visits and...