A literacia digital dos clientes do Millennium BCP com mais de 65 anos

Abstract

The present study aims to identify the difficulties that the elderly population has in relation to online banking and, in this way, contribute to the development of digital skills among the Portuguese elderly population, reducing the digital divide and empowering to this populational group. The questions that guide this investigation and to which we intend to answer are the following: 1) What are the use practices of online banking by the elderly population (over 65 years old)?; 2) What are the obstacles to the adhesion of the elderly population to online banking? Is the lack of digital literacy crucial? Does the lack of financial literacy have any influence?; 3) How can banking develop ways to help the elderly population to acquire/improve digital skills and support them in the use of online banking?; and 4) What channels, content or other technical aspects could facilitate the use of online banking for the elderly population? In order to obtain answers to these research questions, we applied a questionnaire to Millennium bcp customers over 65 years old: 485 customers who use the bank’s digital channels and 202 customers who do not use them, followed by 20 individual interviews with customers in this age group. We also applied the technique of nonparticipant observation at some Millennium bcp branches in order to collect information on the interactions between 10 customers over 65 years of age and employees regarding the use of online banking. We concluded that customers over 65 years old who use digital media in general value training actions on safety in the use of the bank’s digital channels and suggest the creation of a specific telephone line as well as the provision of video calling to support the use of such channels. Regarding customers who do not use digital channels, we identified that the lack of experience in using the internet, public online services and social networks contribute to their option of not using the bank's digital channels. The promotion of training sessions at the bank's branches exclusively aimed at this universe of customers, through demonstrations of the use of digital channels, supported by simple support pieces with screens and indication of the main actions to carry out the main banking operations can be ways that help the elderly population gain experience in the use of digital channels, thus overcoming the fear they currently feel.

Date of Award	22 Mar 2023
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Patrícia Dias (Supervisor)