Closer Contactless Services... More Distant Daily Lives of the Elderly

Reduced Bank Hours Due to COVID-19
Difficulties Using ATMs and Internet Services

Expansion of Kiosks in Restaurants
Reluctantly Asking for Help After Hesitation

[Image source=Yonhap News]

[Asia Economy Reporters Donghoon Jeong and Jeongyun Lee] Kim Yanghee (67), who runs a restaurant, visited a bank branch in Jung-gu around 2 p.m. on the 21st, during the peak of the heatwave. She went to transfer payment for food ingredients. When the reporter asked, "You came at the hottest time," and "It would be more convenient to use the ATM or mobile banking," Kim said, "The usage is difficult, and since the bank's business hours have been shortened, when the restaurant is busy, I can't go to the bank for several days. Even if it's hot, I have no choice but to come." Another bank customer, Seo Ilsun (75), said, "Because of the sweltering heat, I come to the bank to avoid the sunlight, but it's disappointing that the business hours have been shortened," adding, "I only found out about the reduced hours this month after seeing the door closed."

Major banks in the Seoul metropolitan area shortened their business hours by about an hour until the 23rd of this month, changing from 9 a.m. to 4 p.m. to 9:30 a.m. to 3:30 p.m. Due to the continued rise in COVID-19 cases, this measure is likely to be extended. With shorter business hours and unfamiliarity with internet and mobile banking, elderly people find themselves wandering in search of teller services. The spread of non-face-to-face and contactless systems due to the COVID-19 pandemic has created another blind spot and marginalized group.

Elderly people visiting a bank branch in Jongno-gu, Seoul, also expressed inconvenience due to the shortened hours. Mr. Lee (78) said, "I once visited without knowing the bank closed earlier than before and had to leave without using the services," adding, "When I try to do a bank transfer, I often look for a teller because I am not familiar with the machines." Mr. Jang (75), who visited the bank branch to deposit cash into his account, said, "I struggled to put money into my passbook using the machine in front of the bank but ended up seeking help from the staff," adding, "For people like us who need staff assistance, the shortened business hours are inevitably inconvenient."

The number of bank branches in South Korea decreased by about 700 over five years, from 7,101 in 2016 to 6,405 at the end of last year. Branch closures and consolidations are still being pursued.

The spread of kiosks (self-order machines) in restaurants is also a burden for the elderly. Ms. Kim (70, female), whom we met at a fast-food restaurant, said she does not even attempt to use the kiosk. On that day, she immediately asked an employee for help upon entering the store. Kim explained, "My eyesight is poor, so when ordering through the machine, I get help from people around me," adding, "I tried ordering a few times, but when people are waiting behind me, I get anxious and pressured, so I stopped using it afterward."

Elderly people unfamiliar with kiosk use also struggle to purchase tickets at movie theaters. Mr. Lee (76), whom we met in front of a theater, said, "I tried to buy a ticket using the kiosk but ended up paying with the help of an employee," adding, "The buttons don't respond well, and it seems complicated for me to use."

This content was produced with the assistance of AI translation services.