¹Tina Gitova, ²Savo Ashtalkoski

¹NLB Banka Skopje
²American University of Europe - FON

DOI : https://doi.org/10.58806/ijsshmr.2026.v5i7n11

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ABSTRACT

Electronic banking is expected to remain a fundamental component of the modern banking system. It significantly reduces banks’ operating costs, enables financial institutions to serve a large number of customers simultaneously. Despite these advantages, there is a relatively low adoption rate of electronic banking among older adults, particularly those aged 60 and above. We try to identify the key factors influencing e-banking adoption among senior citizens, understanding their habits and perceptions, fears and perceived risks, so policymakers and banks can do a better job of including this segment in the available financial services. As traditional banking activities are conducted online via e-banking platforms, physical bank branches are becoming obsolete and therefore reduced. Consequently, the need for tellers has been decreased, leaving part of the population, especially older adults dependent on technology they may not use. For senior citizens, electronic banking represents an opportunity to manage their finances independently and they constitute an important customer segment for the banking industry, with a stable income. For older adults to better engage in electronic banking, financial institutions should offer tailored products and services for this segment. Elderly are more vulnerable to being excluded, making them a critical group for research and policy attention, due to limited digital literacy and lack of internet usage. Strategies that improve accessibility to this segment include age-friendly design principles, tailored support systems, more tutorials and instructional videos and offering personalized user experience.

KEYWORDS:

electronic banking adoption, senior citizens, digital banking services

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Cite this Article:Gitova, T., & Ashtalkoski, S. (2026). E-Banking Trend and its Adoption by Senior Citizens. INTERNATIONAL JOURNAL OF SOCIAL SCIENCE HUMANITY & MANAGEMENT RESEARCHS, 5(7), 1915-1919. https://doi.org/10.58806/ijsshmr.2026.v5i7n11

VOlUME 05 ISSUE 07 July 2026