智齡數位移民在數位金融服務應用中的使用行為與需求研究

Abstract

隨著全球人口老齡化趨勢的持續發展，智齡族群（第一代數位移民，泛指年齡超過60歲以上的民眾）在社會中的人口比重逐年增加。根據聯合國的數據到2050年，全球60歲及以上人口將達到20億，約佔全球總人口的21%。這一顯著的人口結構變化不僅對醫療保險和社會生存保障提出挑戰，對於數位科技與金融服務的普及應用也帶來深遠影響。 與此同時，數位金融服務或產品（如，行動銀行APP、網路銀行、行動支付及相關數位金融科技產品）的快速發展正在重塑人們的金融行為與使用習慣，但這些數位科技的快速進步並未能全面惠及所有年齡層，尤其是在這智齡族群上。 本研究基於科技接受模型（Technology Acceptance Model, TAM）和創新擴散理論（Diffusion of Innovations, DOI）探討智齡族群在數位金融相關服務及產品應用中的需求和行為進行系統性分析，並進一步提出針對智齡族群對新興數位金融服務的推廣與優化建議，從而提升此族群用戶的妥適性及安全性，還能協助推動整體金融環境的普惠金融與公平待客政策發展。透過優化數位金融服務設計、提升技術支持以及制定包容性的政策，整體金融環境可以更好地應對客群老齡化挑戰，更期待能實現所謂數位時代的全齡共融。

As the global trend of population aging continues, the "Silver Generation"—defined as first-generation digital immigrants aged over 60 - constitutes an increasingly significant proportion of society. According to the United Nations, by 2050, the global population aged 60 and above is expected to reach 2 billion, accounting for approximately 21% of the total population. This substantial demographic shift presents challenges not only for healthcare and social security systems but also has profound implications for the adoption and accessibility of digital technologies and financial services. Meanwhile, the rapid development of digital financial services and products - such as mobile banking apps, online banking, mobile payments, and fintech applications - is reshaping individuals’ financial behaviors and usage patterns. However, these technological advancements have not equally benefited all age groups, particularly the Silver Generation. (Department of Human Resources Development, National Development Council, 2014) This study adopts the Technology Acceptance Model (TAM) and the Diffusion of Innovations (DOI) theory to systematically analyze the needs and behaviors of the Silver Generation in the context of digital financial services and products. Furthermore, the research proposes strategic recommendations for promoting and optimizing emerging digital financial services tailored to this demographic. These recommendations aim not only to enhance usability and safety for elderly users but also to support the broader goals of inclusive finance and fair customer treatment within the financial sector. By optimizing service design, strengthening technological support, and formulating inclusive policies, the financial ecosystem will be better positioned to address the challenges of an aging clientele and move toward a truly age-inclusive digital financial era.