Mobile banking affordances and constraints by the elderly

Abstract

PurposeThe study explores the affordances and constraints perceived by older adults through their experiences using mobile banking apps.Design/methodology/approachTwenty-five interviews via Skype were carried out with older adults aged 65 years and over between April and May 2021 (during the COVID-19 pandemic).FindingsBased on their usage experiences with mobile banking, older adults identified functional (saving time, avoiding physical risk and having control over their finances) and social affordances (supporting and bonding with family and friends), as well as non-technological (lack of useful information and patience from bank employees) and technological constraints (concerns about cybersecurity, data privacy and passwords).Originality/valueThe study offers a novel approach to customer experience research in mobile banking by adopting a customer-centered perspective and applying the theoretical framework of affordances and constraints to analyze the experiences of older adults as active mobile banking users.

Technology affordances and social withdrawal: The rise of hikikomori

“…While these studies focused solely on affordances, Kozinets et al (2021) emphasized both affordances and constraints, noting how certain functions and affordances empower consumers on feedback platforms while others constrain them. Similarly, Castillo‐Villar and Castillo‐Villar (2023) identified functional and social affordances, as well as nontechnological and technological constraints, experienced by older adults using mobile banking apps. While acknowledging that technology can have constraints, we delve deeply into affordances to uncover new opportunities technology can bring toward improving social wellbeing.…”

Navigating Privacy and Data Safety: The Implications of Increased Online Activity among Older Adults Post-COVID-19 Induced Isolation

“…These nine studies therefore explicitly or implicitly recognized the existence of those we refer to as QTIs. Older adults, especially those new to digital technology during the COVID-19 pandemic, are described as vulnerable to online privacy and data safety risks, including identity theft [63,65], data security breaches [6,7,31,33], scams [6,7,11,26,27,30,34,52,64], and other fraud [51]. Several articles specifically addressed mobile banking, including the perceived versus real risks of fraud, such as identity theft and data breaches [63,65,66].…”

“…Older adults, especially those new to digital technology during the COVID-19 pandemic, are described as vulnerable to online privacy and data safety risks, including identity theft [63,65], data security breaches [6,7,31,33], scams [6,7,11,26,27,30,34,52,64], and other fraud [51]. Several articles specifically addressed mobile banking, including the perceived versus real risks of fraud, such as identity theft and data breaches [63,65,66]. Additionally, multiple articles highlight an increase in cybercrime targeting older adults, with online fraud rates rising significantly during the pandemic [6,7].…”