Performance of a Computer-Based Troubleshooting Task in the Banking Industry: Examining the Effects of Age, Task Experience, and Cognitive Abilities

Abstract

This study examined age differences in performance of a simulated real-world computer task per- formed by accounts balancing operators in the banking industry. The task involved using Windows-based software to troubleshoot customer checking accounts that were out of balance. One hundred and five participants from 3 age groups, younger (20-39), middle-aged (40-59), and older (60-75), performed the task over a 3-day period. In addition to measures of task performance, measures of prior computer experience, job knowledge, and cognitive abilities were also collected. The results indicated that the younger participants balanced a significantly greater number of transactions than the middle-aged and older participants and that the performance of the middle-aged participants was significantly better than the older participants but only on the 3rd work day. Significant differences between younger and older participants were also observed for transaction completion times and rates of improvement. Predictor models developed for each of the 3 work days indicated that visuo-motor skills were an important factor in performance. Separate regression models computed for each age group on each of the days suggested that there were different patterns of predictors for the different age groups with increased exposure to the task. Overall, task performance results related to age, experience, and cognitive abilities are discussed in terms of the cognitive demands of the task, the role of computer technology, and differences in cognitive abilities and job knowledge.