Physical and emotional design of financial services for seniors to promote service equity
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Abstract
Technology disruption has impact on financial service of elderly who has no experience. For This research aims to (1) Study the structural equation model in the design of physical and emotional factors conveyed by confidence and perceived value to the effect factor is the value of financial services; and (2) Study the level of perception of factors in structural equations. The study population was elderly in Bangkok and its vicinity using a sample size of 400 units. The results showed that most of the demographic features are female. Bachelor's degree or higher current occupation gets a pensioner more than 10 years of banking experience in terms of physical design factors emotionally responsive design confidence factor value recognition and value of service were 3.82, 3.76, 4.17, 4.02, and 3.86 respectively. The hypothesis test found that 1) Physical design has a positive influence on trust and perceived value 2) Emotionally responsive design has a positive influence on trust and perceived value. 3) Perceived value has a positive influence on the value of service, and 4) Perceived values qualify as complete transmission factors. during the path of physical design factors with the value of service and on the path of emotional design with the value of service.
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