Unpacking the Transition, Factors Influencing the Adoption of Paperless Statements

Abstract

Abstract This study investigates the persistence of paper statements among digitally engaged consumers, analyzing why certain individuals continue to rely on physical statements despite frequent use of online banking platforms. By exploring technological, psychological, and behavioral factors, this research examines barriers to the adoption of paperless systems, including trust issues, usability challenges, and unmet user needs. Drawing from the Diffusion of Innovations Theory and the Technology Acceptance Model, the study categorizes users based on their adoption behaviors, uncovering motivations across generational and behavioral divides. Through qualitative and quantitative methods, including empathy interviews and screener surveys, the study identifies critical themes: the perceived reliability and security of paper, limited user awareness of digital platform capabilities, and the importance of usability and accessibility in driving adoption. Participants’ preferences highlight the need for hybrid solutions, extended archival capabilities, and user-centered design to bridge the gap between paper and digital systems. The findings offer actionable insights for financial institutions aiming to transition customers to paperless systems, emphasizing trust-building measures, enhanced education, and tailored interventions. By addressing these barriers and aligning digital solutions with user expectations, banks can foster a smoother transition toward sustainable and efficient financial management practices. This research contributes to the broader discourse on digital transformation and behavioral change, providing a foundation for future studies and strategies to promote paperless adoption.