Building Trust: Guiding Seniors Toward Online Banking Confidence

Fauzi Djibran, Rahmat Madjid, Endro Sukotjo, Eliyanti Agus Mokodompit

Abstract

The rapid expansion of digital banking has transformed the financial industry; however, senior customers (50+) still face significant barriers to adoption and engagement. This study investigates how aesthetic design, communication, and transaction efficiency influence the engagement of senior customers with online banking. Specifically, it examined the mediating role of trust in this relationship to determine the extent to which trust enables adoption despite usability concerns. This research seeks to offer insights into improving digital banking inclusion for older populations by identifying key service elements that foster trust and encourage engagement. Data were collected from 113 senior banking customers selected through Slovin’s formula using a quantitative approach with structural equation modelling–partial least squares (SEM-PLS). The results reveal that aesthetic design and transaction efficiency negatively impact engagement, whereas communication has a strong positive influence. Additionally, trust significantly mediates the effects of online service factors on customer engagement, suggesting that when seniors perceive banks as trustworthy, they are more likely to use online banking despite the usability challenges. These findings emphasize the need for user-friendly interface designs, transparent transaction processes, and effective communication strategies to foster digital banking inclusion among senior customers. This study contributes to technology adoption models by reinforcing the psychological and emotional dimensions of trust in digital banking.

 

Keywords: Online Banking Adoption, Customer Engagement, Trust Mediation, Senior Customers.

 

https://doi.org/10.55463/issn.1674-2974.52.4.4


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