The Manifestation of the Digital Divide in the Banking Habits of the Hungarian Older Population

Eva Berde , Széchenyi István University
Judit Koltai, Széchenyi István University
Tamas Vinkoczy, Széchenyi István University
Andrea Pozsgai, Széchenyi István University

The rapid spread of online banking applications is gradually replacing traditional forms of banking. For those who do not adopt these digital solutions, visiting bank branches and conducting transactions in person has become increasingly time-consuming. As a result, customers are being strongly encouraged to use internet banking and mobile banking apps. However, not everyone possesses the digital skills or confidence required to use these tools effectively, particularly older adults aged 65 and above. While many are able to perform basic online activities, they often face difficulties when carrying out more complex financial operations. This situation reflects the second-level digital divide, which no service provider should ignore. To investigate this issue, a survey was conducted among more than 300 respondents in Hungary. Although the sample was not representative, efforts were made to include a diverse group of older citizens through face-to-face interviews, telephone interviews, and online self-completion. The results reveal that even among those able to complete the questionnaire online, many continued to experience challenges when using different forms of electronic banking. Moreover, around 10 per cent of the respondents did not have a bank account at all, further demonstrating the persistence of financial and digital exclusion among a segment of the older population. These findings highlight the need for greater attention to digital and financial inclusion in the design and delivery of banking services for older adults, as well as the importance of targeted support to help them adapt to the increasingly digitalised financial environment.

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 Presented in Session 59. Digitalisation, Intergenerational Relations and Wellbeing in Later Life