Digital Banking Problems Faced by Elderly

This literature review is conducted alongside the development of a web application designed to facilitate digital banking for older adults. The prototype aims to enhance accessibility by providing personalized access to banking functions, allowing seniors to manage their finances from home efficiently. By simplifying banking processes, the application seeks to improve usability and save time. However, several challenges hinder the adoption of digital banking among the elderly, including difficulties in performing transactions such as payments and loan applications, complex user interfaces, limited technical knowledge, and security concerns. Older adults are often more vulnerable to online fraud and manipulation, further discouraging them from using digital banking services. This review examines existing research to identify gaps in addressing these challenges. Future research will focus on enhancing the security of banking applications and developing user-friendly interfaces tailored specifically for the elderly to promote inclusivity and confidence in digital financial management.

Introduction

Digital technology has transformed various industries, including traditional banking. Today, online banking has largely replaced in-person banking, offering customers convenience and accessibility. Banks now leverage digital platforms for everything from customer engagement to financial transactions. Digital banking allows users to transfer money, apply for loans, access bank statements, and pay bills anytime and anywhere (Tashtamirov & Dzhamoldinova, 2023). While these advancements streamline banking processes, they can be challenging for older adults.

Access to online banking serves two key purposes. First, for seniors, digital banking provides financial independence, enabling them to manage their money without relying on others. They can check their accounts, pay bills, and conduct transactions at their convenience. Second, from a banking perspective, older adults represent a significant customer segment. By making digital banking more accessible, banks can tap into this growing market, offering tailored services that cater to senior users’ needs.

Despite the clear benefits of online banking, older adults face multiple challenges in adopting digital financial services. These challenges range from physical limitations, such as poor vision and reduced dexterity, to interface difficulties, including small text sizes, complex navigation, and overwhelming account setup processes. Security concerns also play a critical role, as elderly users are often more vulnerable to phishing scams and online fraud (Anam & Abid, 2020). Given these barriers, this literature review aims to explore the specific challenges older adults face when using online banking platforms, particularly web applications.

This study will analyze prior research on digital banking adoption among seniors, examining methodologies and key findings to identify existing gaps. The goal is to develop a user-friendly and secure digital banking platform that addresses the unique needs of elderly users. Our focus is not only on simplifying processes but also on fostering an inclusive digital environment where technology serves all users, regardless of age.

Older adults have distinct financial concerns, influencing how they interact with online banking. Banks must consider factors such as retirement fund management, medical expenses, and secure money transfers to family members. Additionally, cybersecurity remains a major concern for all users. Frequent scam warnings may create fear among senior customers, leading to distrust in digital banking. To address this, banks must build confidence by offering intuitive, senior-friendly apps and services.

The COVID-19 pandemic accelerated the shift to digital banking, with many banks limiting in-person visits for routine transactions. While some seniors adapted to online banking, others struggled due to a lack of digital literacy. To bridge this gap, banks could offer in-branch tutorials or step-by-step guides to help older adults navigate online banking. A consistent, reassuring approach can encourage more seniors to adopt digital financial services with confidence.

The remainder of this paper is structured as follows:

• Section 2 outlines the problem statement.
• Section 3 details the methodology, research questions, and inclusion-exclusion criteria.
• Section 4 presents the literature review.
• Section 5 provides a discussion and summary of key findings.
• Section 6 concludes the literature review.

Problem statement

In today’s digital era, where online platforms drive convenience and efficiency, banking services have also transitioned to digital channels, accessible via mobile phones, tablets, and computers. While these advancements offer significant benefits, they also present challenges for older adults who may not be as familiar or comfortable with digital banking (Prodromou et al., 2019). One of the primary barriers seniors face is a lack of technological knowledge, making it difficult for them to navigate online banking platforms. Additionally, network-related issues and limited access to timely support from bank employees further hinder their ability to use digital banking services effectively.

Unlike younger generations, who quickly adapt to technological advancements, older adults often struggle with mobile banking applications available on platforms such as Google Play Store or Apple’s App Store. This challenge becomes even more pronounced during situations like pandemics, where cashless transactions are encouraged for safety reasons. Beyond usability concerns, trust issues significantly impact seniors’ willingness to adopt digital banking. Many elderly users fear identity theft, data breaches, and potential misuse of personal information, leading to financial and personal security risks over time.

Technical issues within banking apps further contribute to this reluctance. Common difficulties include complex security measures, particularly in cross-border transactions, and confusion around multi-currency exchanges (Behera, Bala, Rana, & People, 2022). Additionally, the growing number of online banking fraud cases amplifies pre-existing anxieties, pushing many older users back toward traditional banking methods instead of embracing digital financial solutions (Widyadhana, Handayani, & Larasati, 2022).

Given these challenges, it is crucial to find a balance where digital banking platforms prioritize simplicity without compromising security. Ensuring an age-inclusive digital banking experience can empower senior citizens to embrace online financial management confidently while maintaining financial independence.

Research Methodology

To comprehensively examine the challenges older individuals face in digital banking, we conducted an extensive literature review using two major academic databases: Web of Science (WoS) and Scopus. We used a targeted keyword search approach, applying terms such as “digital banking,” “elderly users,” “challenges,” “security,” and “user interface” to identify relevant studies and research articles.

Inclusion and Exclusion

To ensure the selection of high-quality and relevant studies, we followed a strict inclusion and exclusion criteria framework. The criteria applied for paper selection are outlined in the table below:

Research Question

This literature review aims to answer key research questions that will help us understand the challenges and barriers senior citizens face when using online banking. Since this study follows a qualitative research approach, we analyze prior research to align findings with our project objectives. The primary research questions guiding this study include:

• What emotional factors affect older people when using digital banking services? (e.g., lack of technical knowledge, feelings of inadequacy in using digital banking platforms).
• How can banks ensure better adoption of online banking among older adults? (e.g., improvements in user interface design, customer service approaches, accessibility enhancements).
• What are the major obstacles senior citizens face when accessing online banking tools due to technical knowledge gaps and network issues?
• How do factors such as limited computer usage, declining vision, and fear of identity theft or personal data misuse contribute to seniors’ reluctance toward digital banking?
• How can banks provide easily accessible support for elderly customers who require assistance in managing their online accounts?

Search Process

A structured search and selection process was employed to identify relevant research papers. The process involved:

1. Conducting an initial search using predefined keywords in the Web of Science and Scopus databases.
2. Filtering results by reviewing titles and abstracts to determine relevance.
3. Conducting a full-text review of shortlisted papers to ensure they aligned with our study’s focus.
4. Applying the inclusion and exclusion criteria to finalize the selected studies.

The table below provides an overview of the number of papers retrieved, duplicates removed, and relevant studies included in the review:

This study aims to identify the key barriers preventing elderly individuals from fully adopting digital banking. By analyzing previous research, we seek to understand what makes online banking challenging for older adults and assess their overall perceptions of integrating digital financial services into their daily lives. Only studies relevant to these objectives were included in the literature review.

Literature Review

The literature review primarily focuses on three aspects. First, it discusses the impact of digital banking to highlight its significance and necessity. Then, it examines the challenges elderly individuals face when using online banking and explores ways to overcome these obstacles.

Digital banking is a transformative concept encompassing numerous aspects. Many researchers have studied the experiences of older adults using digital banking to analyze their needs and difficulties. Digital banking offers several benefits, particularly in modern times when new transaction methods continue to emerge. The financial sector has undergone a revolution, significantly simplifying daily transactions. With just a few clicks, individuals can conduct financial transactions from anywhere. The traditional banking model has been replaced, and numerous researchers have explored the effects of online banking on financial interactions.

Digital banking profoundly influences various sectors of society, including healthcare, education, airlines, and sports. Since banks serve as the central hub for all these industries, they must continually evolve to meet the needs of their customers. Consequently, digital banking has emerged as a crucial global trend. However, a major concern remains regarding elderly individuals using digital applications. Many older adults are hesitant to engage with digital banking systems due to their limited technical proficiency. They often struggle with features such as OTP (One-Time Password) authentication, online transaction systems, and digital payments. The primary challenge stems not only from a lack of technological skills but also from the complex interfaces and procedures implemented by banks (Karmagatri, Aziz, Purnama, Asih, & Technology, 2023).

Polasik and Wisniewski (2009) highlighted that online banking provides notable advantages, particularly in eliminating geographical constraints. Digital banking is accessible beyond traditional bank hours, enabling users to conduct transactions at their convenience.

Another critical challenge is that older individuals tend to feel more secure interacting with familiar bank staff rather than sharing personal details through unfamiliar digital systems. They often fear identity theft or making transaction errors that could result in financial loss. Additionally, digital banking diminishes the social engagement associated with visiting physical bank branches, which serve as community hubs fostering social interaction. The transition from traditional to digital banking requires structured guidance, with banks playing a key role in educating users about secure interactions and the type of information that should or should not be shared.

Research indicates that digital banking significantly reduces banks’ operational costs (Sharma et al., 2022). Furthermore, these platforms promote environmental sustainability by minimizing paper-based transactions (Rathnayake, 2023). Digital banking enables banks to serve multiple clients simultaneously without requiring physical interaction, reducing human effort and processing time. Ensuring robust security protocols to protect users’ financial data remains a top priority in online banking (Shakil, Zareen, Alam, Jabin, & Applications, 2022). For individuals with disabilities or limited mobility, digital banking platforms offer a convenient and empowering means to manage their finances independently (Sagawa, 2014).

One of the key advantages of online banking, as emphasized by Al-Gasawne (2022), is its constant availability, making it ideal for quick financial decisions and catering to the fast-paced nature of modern life. The expected outcome of digital banking is mutually beneficial—customers enjoy greater convenience, while banks reduce costs and enhance customer satisfaction. Ultimately, this shift is contributing to a more sustainable financial ecosystem.

A recent study on the banking industry revealed that digital transformation, particularly at higher levels of bank management, has a positive impact on the growth of green credit. This effect is especially evident in state-owned and large banks, as well as in environments with loose monetary policies and strong financial supervision (Shang & Niu, 2023).

As digital banking becomes an integral part of daily life, older adults are also engaging with these platforms. A study by the Pew Research Center (2019) found that 73% of individuals aged 65 and older use the internet daily, marking a significant rise compared to two decades ago when online engagement among seniors was minimal. The widespread adoption of smartphones has played a crucial role in increasing internet usage across all age groups. However, despite the general shift towards online banking, older adults continue to face numerous challenges in adopting these services. Their adaptability to digital banking remains low, as many seniors are resistant to technological changes. While older individuals actively use social media and other digital platforms, their approach to online banking has not evolved accordingly. Anderson and Perrin (2017) reported that six out of ten seniors now regularly interact with their communities via social media platforms such as Facebook and Instagram, using these tools to connect with family and share interests.

In 2020, Bhumika Agarwal conducted a comprehensive review examining internet usage among older age groups and its impact on their Quality of Life (QoL). The study categorized internet services into three key areas: social connection and communication, information access, and online services. It also explored how digital engagement affects seniors’ physical and mental well-being.

A similar study was conducted in South Africa by Msweli Mawela (2020), identifying a research gap regarding mobile banking adoption among elderly consumers. The study explored factors that either motivate or deter seniors from using mobile banking, contributing to the development of strategies for improving financial inclusion among older populations.

Researchers have also examined cultural variations in technology adoption among seniors. In Malaysia, a study by Touchaie and Hashim (2018) highlighted resistance within the elderly community toward financial innovations such as internet and mobile banking. This reluctance stemmed from concerns about usability, particularly interfaces that fail to accommodate age-related physical impairments such as visual deterioration and reduced fine motor skills.

Cognitive decline, which often accompanies aging, further complicates the learning process for new digital tools. Phung (2016) noted that older adults generally require more time to understand instructions on using online banking platforms compared to younger users. Continuous learning is necessary, which can be overwhelming for many seniors. Additionally, physical challenges such as deteriorating vision and arthritis can make typing or swiping on digital devices difficult, significantly affecting their ability to access online banking services comfortably (Kurniawan et al., 2006).

Interface complexity is another major obstacle for elderly users. Brewer (2018) found that seniors often struggle with digital banking platforms due to overwhelming menus and sub-menus, making navigation difficult. The study suggested that developers should improve UI/UX designs by incorporating larger text sizes and higher-contrast colors to better accommodate older users.

Security concerns further exacerbate the hesitation among seniors in adopting digital banking. Older adults are often targeted by fraudsters who exploit their limited awareness of modern scams (Alves et al., 2020). Online banking presents numerous security risks, including fraudulent calls, phishing links, and other deceptive tactics that manipulate users into sharing sensitive financial information. Addressing these security vulnerabilities remains a crucial challenge in ensuring a safer banking experience for elderly users.

Research by Fava and Smith (1998) highlighted the importance of transaction accessibility and providing a clear, concise transaction history. Their findings demonstrated that when financial data is presented in a simple and coherent manner, older persons (OPs) can more effectively track their payment patterns and engage in financial decision-making with greater confidence.

While online financial services have become an essential part of modern life, individuals aged 65 and above often experience digital exclusion and tend to prefer in-person banking (Torrão, Laranjeira, Roque, & Gil, 2020). Interviews with seniors reveal that fears of financial scams, limited digital literacy, and a lack of assistance are significant barriers preventing them from fully utilizing digital financial services (Thomas, Chowdhury, & Ruthven, 2023). Singh et al. (2020) further noted that online applications for tasks such as home loan repayments can appear intimidating to seniors due to the complexity of digital procedures and the fear of making costly mistakes with large financial transactions.

One of the most pressing concerns for older adults in digital banking is fraud management. Bevan et al. (2020) emphasized similar concerns, highlighting that essential security features like fraud prevention alerts and account change notifications are often underutilized due to complex interfaces and inadequate bank communication. Strengthening fraud management systems through improved phishing detection, scam prevention mechanisms, and enhanced customer education could significantly reduce the risks faced by older individuals.

Accessibility in mobile banking applications remains another critical issue. A study conducted in Brazil identified 653 accessibility violations in four major banking applications, primarily related to interaction and navigation challenges for users with visual impairments. The findings underscore the urgent need for financial institutions and the scientific community to address accessibility shortcomings in mobile banking services (Lopes, Façanha, & Viana, 2022).

The role of customer support in improving banking accessibility has also been emphasized. Barth et al. (2004) advocated for incorporating visual aids, such as infographics and tutorial videos, to simplify complex banking processes. Breaking down intricate telephone banking systems into more comprehensible formats has been shown to enhance usability for older users. Baber (1992) further stressed the importance of ergonomic content layouts, demonstrating that user-friendly design elements can reduce muscular strain and increase overall satisfaction among elderly users.

Finding a balance between advanced technological features for tech-savvy customers and intuitive, straightforward designs for seniors is essential. Lopes et al. (2022) supported this view, noting that poor navigation layouts create difficulties for older users in understanding and efficiently using online banking platforms. Inconspicuous buttons and confusing terminology frequently used in digital banking interfaces exacerbate these challenges, making the experience more complicated than necessary.

Cognitive and physical changes associated with aging, such as deteriorating vision, memory decline, and impaired motor functions, can further hinder seniors’ ability to use mobile banking services (Jin, Kuang, & Fan, 2021). Researchers Dai et al. (2023) highlighted accessibility issues in digital payment systems for older adults and recommended solutions such as simplified interfaces and AI-driven designs to enhance inclusivity. Addressing these barriers through user-friendly technological advancements is crucial in ensuring that digital financial services remain accessible and beneficial for all age groups.

Several accessibility studies emphasize the importance of integrating adaptive options to address common challenges faced by individuals with vision impairments. One notable recommendation is adherence to the Web Content Accessibility Guidelines (WCAG) established by W3C, which advocate for larger text sizes and high-contrast color schemes to enhance visual clarity (Adama, Shehu, Adepoju, & Jimoh, 2017).

Beyond visual enhancements, incorporating auditory functionalities is another crucial consideration in designing elderly-friendly platforms (Jena & Management, 2023). Voice-assistant features should be embedded into standard application designs, enabling older users to execute basic commands effortlessly without relying on fine motor skills. This can significantly improve accessibility and ease of use for seniors with physical limitations.

Gatsou et al. (2018) argued that when designing technology for aging populations—such as mobile devices or online banking applications—interfaces must be tailored to their specific needs. Their research found that while many senior users are open to adopting new technologies, their primary barrier is a lack of understanding of how these tools operate. Addressing this gap through intuitive design and guided onboarding experiences can facilitate smoother adoption.

Ambachew et al. (2016) identified a critical oversight in prior research: a predominant focus on observational outcomes and self-prescribed solutions, rather than exploring the economic benefits of educating seniors on internet banking. They emphasized that empowering older adults with digital literacy could yield significant advantages, both for individuals and financial institutions, by fostering greater financial inclusion.

Harris et al. (2016) highlighted the importance of understanding the technology acceptance behaviors of today’s elderly population, as these insights can shape the adoption patterns of future generations. However, as noted in Acta Informatica Pragensia (Volume 10, 2021), research on mobile banking usage among older adults remains limited, leaving critical gaps in knowledge regarding their experiences and challenges.

Similarly, Gathonga (2016) explored the reluctance of senior citizens to embrace Information and Communication Technologies (ICTs), citing concerns about cyber threats and potential financial fraud. Many older adults hesitate to engage with online banking due to fears of becoming victims of scams, underscoring the need for enhanced security measures and user education.

To strengthen the security of banking applications, financial institutions should implement robust authentication processes, such as biometric recognition, while also prioritizing digital literacy programs tailored to older users. Additionally, designing user-friendly interfaces with intuitive navigation, larger text, and simplified workflows can significantly improve accessibility. Collaborative efforts between the banking sector, technology providers, and senior advocacy groups are essential in achieving these goals.

Future research should also explore innovative solutions, such as voice-activated banking applications and user-driven interface customization, to further empower older individuals in their digital banking experiences. By combining stronger security measures, age-sensitive design, and ongoing education initiatives, a more inclusive and accessible digital banking environment can be created, fostering financial independence for senior users.

Discussion

Examining the landscape of digital banking and its interaction with elderly consumers reveals a clear disparity between the widespread availability of digital financial services and their actual adoption by senior citizens. Their reluctance stems from multiple factors, including unfamiliarity with technology, accessibility limitations due to aging, privacy concerns, and anxiety over online fraud. These barriers highlight the urgent need for policymakers and financial institutions to implement solutions that foster a more inclusive digital environment.

Digital banking caters to a diverse user base, each group possessing distinct needs and varying levels of digital proficiency. Older adults represent a demographic that often struggles with information technology due to limited exposure or age-related challenges such as declining vision, impaired motor coordination, and cognitive difficulties. Consequently, designing banking platforms with this demographic in mind requires thoughtful adaptations, including simplified interfaces, enhanced security features, and digital literacy initiatives.

The relationship between digital banking and elderly consumers underscores a significant, yet largely untapped, potential. Overcoming barriers related to technology literacy, accessibility, privacy, and security concerns is essential to bridging the digital divide. A combination of tailored solutions, user-centric design, and supportive policies can help create a more inclusive and secure digital future, ensuring that senior users can confidently engage with online financial services.

Conclusion

The reluctance of older adults to fully embrace digital banking stems from multiple factors, including technological complexity, security concerns, and physical or cognitive limitations that hinder ease of use. Navigating complex interfaces, dealing with small text sizes, and facing unfamiliar security protocols create barriers that discourage engagement. Additionally, the impersonal nature of online banking can lead to feelings of detachment, making seniors less inclined to transition from traditional in-person banking.

To bridge this gap, a holistic, user-centered approach is essential. This involves simplifying interfaces, implementing robust yet user-friendly security measures, and ensuring round-the-clock empathetic customer support. Addressing these issues requires not only technical solutions, such as intuitive design and biometric authentication, but also educational initiatives that empower older users to navigate digital banking confidently.

Furthermore, existing research highlights additional strategies to enhance accessibility, such as incorporating visual aids like infographics and tutorial videos, streamlining navigation, and personalizing user experiences. However, further studies are needed to explore broader challenges, including how seniors mentally approach technology, the impact of internet connectivity issues, privacy considerations in voice-assisted banking, and cultural or linguistic barriers.

Creating an inclusive digital banking environment demands collaborative efforts between financial institutions, technology developers, and policymakers. By integrating accessibility-focused design, tailored support systems, and ongoing research, we can ensure that digital banking becomes a secure, intuitive, and empowering tool for all users, regardless of age.

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