Analysis of Factors Determining the Interest of Elderly Priority Customers in Using M-banking (Case Study: BTN Prioritas Surabaya)
DOI:
https://doi.org/10.33005/mebis.v11i1.749Keywords:
Comfort, Convenience, Interest, Knowledge, M-banking, Security, SEM-PLSAbstract
Mobile banking (m-banking) has become an essential digital banking service that offers flexibility and efficiency in financial transactions. However, elderly customers, particularly senior priority banking clients, often confront obstacles in the implementation of digital banking as a result of inadequate digital literacy and a preference for personalized conventional services. Previous studies have primarily focused on younger or general banking customers, while research on elderly priority customers remains limited. Therefore, this study analyzes the factors influencing elderly priority customers’ interest in using m-banking services at BTN Prioritas Surabaya.
This research implemented a quantitative methodology using Structural Equation Modelling–Partial Least Squares (SEM-PLS). The primary data was obtained by distributing questionnaires to 160 elderly priority consumers. The variables examined include perceived knowledge, convenience, benefits, comfort, and security toward customers’ interest in using m-banking services.
The findings indicate that perceived knowledge, convenience, and comfort a substantial impact elderly customers’ interest in using m-banking, with perceived knowledge emerging as the strongest determinant. Meanwhile, perceived benefits and security do not significantly affect customer interest. These results suggest that elderly customers prioritize familiarity, ease of understanding, and comfortable service experiences over technical considerations in adopting digital banking services.
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