Factors influencing continuance intention of customers aged 50 years and over for self-service banking technology: A future time perspective

In the banking industry, people aged 50 years and over have a low adoption rate for the self-service technology that is gradually replacing traditional manual services. We based our study on socioemotional selectivity theory and analyzed the continued use intentions of people aged 50 years and over for self-service technology from a future time perspective. We collected 200 valid survey forms from people in this age group who had experience with self-service banking. The results showed that the perceived benefits and perceived sacrifices played essential roles in mediating the relationship between the respondents’ future time perspective and their intention to continue to use the technology. The results of this study provide new research perspectives on technology adoption among people aged 50 plus; for banks or other businesses introducing self-service technology, our findings will help them to improve the service experience and increase the adoption rate of self-service technology among their older customers.