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Assess LTSB mobile banking usage by customers in the Chester area during June and July 2011Over the past decade the focus of UK banks has been on delivering electronic banking through Personal Computers (PCs) in order to reduce their operational costs. Information Technology and new distribution channels are two key drivers of strategic change and smart-phones are Information Technology devices that can act as electronic distribution channels. Smart-phones have become more widespread than PCs in the UK and consequently smart-phones provide an opportunity for Lloyds TSB to extend their electronic banking services to a wider customer base. The effective use of mobile banking through smart-phones usage by customers will assist Lloyds TSB in reducing their operational costs as custoemrs undertake banking transactions themselves rather than using branches or call centres. The recent phenomenal growth in the number of UK customers with smart-phones provides an opportunity for Lloyds TSB to effectively use this development as a further opportunity to meet their overall business strategy.