Electronic Banking Usage Behavior of The Elderly in Bangkok

Abstract

This article aimed to study the behavior of elderly using electronic banking services and to study problems and obstacles for the elderly using electronic banking services in Bangkok. Data collection was conducted using in-depth interviews from 13 Key informants. using the tool is Semi-structured interview form Check the accuracy of qualitative data obtained from in-depth interviews. The methodological using in validation data source triangulation method. The data were then analyzed in terms of content by conducting a Content Analysis, classifying the data according to objectives before analyzing and summarizing the results of the study.

The study found that Most of the respondents had the behavior of using electronic banking services form ATM withdrawing money from their accounts. Reasons for using the service  1) Seeing the benefits of using  2) Easy to use 3) Experience and confidence in using service 4) Referrals for using. Problems and obstacles in using electronic banking services  1) The appearance of the display screen is small, Screen brightness is insufficient, Extensive menu options Including the size of the message is small. 2) The service area is not suitable in a hidden place, Insufficient lighting 3) Responding to signal failure. Reason of elderly who did not use electronic banking services 1) safety concerns, 2) personal potential, i.e. vision problems. Lack of knowledge and skills in using technology can't read and lack of availability of equipment to be able to use the service The burden of expenses that the elderly consider unnecessary.