Digital transformation in the New Zealand retail banking sector: Challenges and opportunities for elderly customers

Indrapriya Kularatne
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Indrapriya Kularatne: Otago Polytechnic Auckland International Campus, Auckland, New Zealand

Journal of Information Economics, 2023, vol. 1, issue 3, 13-27

Abstract: This research focuses on the digital transformation of retail banking in New Zealand, focusing on the challenges and opportunities elderly customers face. The banking industry is undergoing unprecedented change as technology evolves and customer needs change. However, elderly customers face physical and security challenges associated with digital transformation and lower acceptance of new technologies. This paper analyses the characteristics and needs of elderly customers, investigates the different needs of elderly and young customers, and recommends relevant solutions and suggestions. This investigation is based on secondary data, and recently published articles from various sources were used to collect information. In the wave of digital transformation, banks not only need to strive to provide convenient, safe, and high-quality services, but also need to innovate continuously to meet the needs of all customers and enhance their trust and satisfaction. This report provides exclusive digital service suggestions and solutions to help banks better meet the needs of elderly customers.

Keywords: Digital transformation; elderly customers; retail banking; mobile banking applications; trust and satisfaction; dedicated digital service programme (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:bba:j00008:v:1:y:2023:i:3:p:13-27:d:225

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