With the arrival of the health crisis (Covid-19 pandemic), the banking sector has accelerated its digitalization process. Through the study we conducted on a sample of 100 Tunisian bank customers, we sought to understand their behavior in terms of access to banking services: use of digital versus displacements to the branch, digital services used versus services requested from the branch, frequency of use of digital versus frequency of displacements to the branch, impact of digital on the number of displacements to the branch and preference agency / digital. The main results found are as follows: for most respondents, digital has not replaced the agency; the agency remains necessary for services not accessible via digital (opening and closing of accounts, etc.); digital technology has reduced the number of displacements to the branch.
