A、Their business hours are limited. B、Their safety measures are inadequate. C、Their banking procedures are complicated. D、They d

Many people dislike walking to the bank, standing in long lines and running out of checks. (20) They are dissatisfied with that bank’s limited hours, too. They want to do some banking at nights and on weekends. For such people, their problems may soon be over. Before long, they may be able to do their banking from the comfort of their own home, any hour of the day, any day of the week. Many banks are preparing online branches or Internet offices, which means that people will be able to take care of much of their banking business through their home computers. This process is called “interactive banking”. At these online branches, customers will be able to view all their accounts, move money between their accounts, apply for a loan and get current information on product such as credit cards. Customers will also be able to pay their bills electrically and even email questions to their bank.
Banks are creating online services for several reasons. (21) One reason is that banks must compete for customers who will switch to another bank if they are dissatisfied with the service they receive. The convenience of online banking appeals to the kind of customer banks most want to keep. (22) That is, people who are young, well-educated and have good incomes. Banks also want to take advantage of modern technology since they have moved to 21st century.
Questions 20 to 22 are based on the passage you have just heard.
20. What is one of the reasons for people’s dissatisfaction with traditional banks?
21. Why do banks create online services according to the passage?
22. What kind of customers does online banking most appeal to?