Households' use of digital banking

Davide Arnaudo (), Massimiliano Rigon () and Paola Rossi
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Davide Arnaudo: Bank of Italy
Massimiliano Rigon: Bank of Italy

No 976, Questioni di Economia e Finanza (Occasional Papers) from Bank of Italy, Economic Research and International Relations Area

Abstract: This paper describes the factors affecting households' use of digital banking. The analysis relies on information from the Regional Bank Lending Survey on the supply of digital services by Italian banks and on data from the Survey on Household Income and Wealth regarding households' use of remote connections with banks. The use of digital channels is more widespread among households with greater economic resources and where the main income earner has a higher level of education and stronger financial and digital skills; conversely, it is negatively associated with the main income earner's age. The use of digital banking also increases among households whose relationship with the financial system is more complex (in terms of, e.g. having connections with multiple banks, investing in financial assets, or holding debt). Finally, some characteristics of the banks themselves (e.g. a more developed provision of digital services, or a more limited local branch network) are reflected in a broader recourse to remote interactions between intermediaries and customers.

Keywords: digital banking; household behaviour (search for similar items in EconPapers)
JEL-codes: G21 G41 G53 (search for similar items in EconPapers)
Date: 2025-11
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