The Mobile Banking Application to Boost Service: How the Elderly Consumers’ Perceptions?

Abstrak

This research aims to examine the factors influencing the decision-making
process of older individuals when it comes to using electronic banking
services. While technology plays a crucial role in today's society, it may not
be enough to reach vulnerable populations, particularly the elderly. The study
will utilize the STATA 14.2 program for SEM analysis, employing
quantitative analysis to explore decisions related to digital banking
applications within a sample of 300 individuals aged over 50 in Surabaya.
During the Covid-19 pandemic, digital technology served as an operational
tool to mitigate the spread of the virus. However, it is essential to recognize
that technology is a long-term investment, even after the pandemic. Elderly
users need to be mindful of sudden technological changes and improve their
digital literacy. This study underscores the importance of understanding the
banking sector when assessing how specific groups, such as the elderly, utilize
digital technologies. Moreover, for business continuity, gaining insights into
how the elderly utilize banking apps is crucial. It is imperative to implement
the necessary support systems and digital infrastructure promptly and
effectively to meet the current and future demands.