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Digital Banking Acceptance in Gen X Citizens of Urban India

Digital Banking Acceptance in Gen X Citizens of Urban India

Tapan Soni, Delwyn Remedios ;

Full paper:

Globally, the banking industry has been embracing digital technology. However, acceptance of new technology is complicated for Gen X citizens. This paper focuses on Gen X citizens' banking experiences in urban India, where digital transactions are increasing. This study aims to understand their challenges in adapting to this digital development. With the help of a survey of 17 Gen X citizens of urban India, the findings demonstrate that Gen X citizens routinely perform financial activities. Despite long waiting durations in conventional banking methods, only some people use digital platforms for banking activities. A couple of their key concerns are security and usability. However, the survey reveals that most are still optimistic about digital banking platforms such as applications and virtual banks. The findings from this study are used to discuss the design potential for increasing the accessibility of banking for Gen X citizens of urban India.

Full paper:

Globally, the banking industry has been embracing digital technology. However, acceptance of new technology is complicated for Gen X citizens. This paper focuses on Gen X citizens' banking experiences in urban India, where digital transactions are increasing. This study aims to understand their challenges in adapting to this digital development. With the help of a survey of 17 Gen X citizens of urban India, the findings demonstrate that Gen X citizens routinely perform financial activities. Despite long waiting durations in conventional banking methods, only some people use digital platforms for banking activities. A couple of their key concerns are security and usability. However, the survey reveals that most are still optimistic about digital banking platforms such as applications and virtual banks. The findings from this study are used to discuss the design potential for increasing the accessibility of banking for Gen X citizens of urban India.

Palavras-chave: Elderly, Seniors, Gen X, Digital Banking, Electronic Payments, Banking Experience, Accessibility, Challenges,

Palavras-chave: Elderly, Seniors, Gen X, Digital Banking, Electronic Payments, Banking Experience, Accessibility, Challenges,

DOI: 10.5151/ead2023-3SON_Paper_14Tapan-Soni-et-al

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Como citar:

Tapan Soni, Delwyn Remedios; "Digital Banking Acceptance in Gen X Citizens of Urban India", p. 599-611 . In: 15th International Conference of the European Academy of Design. São Paulo: Blucher, 2023.
ISSN 2318-6968, DOI 10.5151/ead2023-3SON_Paper_14Tapan-Soni-et-al

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