An Integrated Examination of the Transition from Traditional Banking to automated Banking Among Adults Aged 60 Years and Older in Jamaica: The Roles of Confidence, Computer Literacy, Institutional Support, Social Support, and Technology Acceptance

Abstract

The rapid digital transformation of the banking industry has fundamentally changed the delivery of financial services, created new opportunities while simultaneously presenting challenges for older adults with limited digital competence. This study examined the transition of adults aged 60 years and older from traditional banking services to automated banking technologies in Kingston, Jamaica, with particular emphasis on the roles of confidence, computer literacy, institutional support, technology design, and social support. Guided by the Unified Theory of Acceptance and Use of Technology (UTAUT), the current study employed a convergent mixed-methods research design comprising structured questionnaires, semi-structured interviews, focus group discussions, and structured observations to generate both quantitative and qualitative evidence. The findings revealed that respondents generally demonstrated moderate to high acceptance of automated banking technologies, with Automated Teller Machines (ATMs) attracting the highest confidence because of prolonged familiarity and repeated use. Computer literacy, personalised institutional support, practical experience, and assistance from family members and banking personnel emerged as significant facilitators of technology adoption, while concerns regarding cybersecurity, financial fraud, and the complexity of mobile banking and internet banking continued to limit confidence among some participants. The respondents consistently preferred banking systems that combined accessible digital technologies with responsive human support, age-friendly interface design, embedded security features, and continuous digital literacy programmes. The qualitative findings further demonstrated that confidence developed progressively through repeated successful experiences, moving respondents from supported learning to independent technology use. This study concludes that successful automated banking adoption among older adults is not determined by age itself but by the interaction of psychological, technological, organisational, and social factors that strengthen confidence and digital competence. Financial institutions and policymakers should adopt integrated strategies combining digital literacy, customer-centred service, age-friendly technology design, and collaborative community partnerships to promote sustainable digital financial inclusion among Jamaica's ageing population.