Biometric-based self-service technology adoption by older adult: empirical evidence from pension fund sector in Indonesia

Digital transformation brings new perspectives for companies in managing their businesses. One is about how companies accelerate information and service processes by utilizing technology. Due to security factors, biometric-based self-service technology (SST) is becoming popular and preferred in financial services. However, it is still relatively rare in developing countries like Indonesia, especially those specifically aimed at older adults. This study reveals the unique factors of older adults by investigating the effect of health conditions and facilitating conditions on the sustainable use of biometric-based self-service technology (SST) among older adult users. This research framework is based on the Theory of Planned Behavior and involved 298 elderly respondents in three provinces of Indonesia. The result shows that facilitating conditions and behavioral intentions to use are the main drivers of the continued use of biometric-based SST for elderly users. The declining health conditions of older adults (related to the ability to see, hear, and move limbs) affect their intention to use biometric-based self-service technology. Although health conditions were found not to influence the use behavior significantly, these factors still contribute to the sustainable use of biometric-based SST by elderly users. They are considered a concern in the study and development of future technologies.