The second-level digital divide presents differences in people’s capabilities of using information and communication technologies, especially in older adults. This paper focuses on exploring self-efficacy and anxiety in this group concerning the use of a specific e-service, Internet banking service. Considering the triadic relation proposed in social cognitive theory, we include in the model of IBS use by older adults personal characteristics, such as self-efficacy, anxiety, perceived usefulness and gender with respect to the e-service chosen. We analyse the effect of perceived risks and social influence on these self-perceptions as environmental factors. This study is centred on a survey of 474 older adults and tests the structural model proposed using PLS-SEM. The results show that there are important differences between self-efficacy and anxiety when we refer to technology in general compared with a specific e-service. Furthermore, self-efficacy positively influences the perceived usefulness and the use of IBS. We note an important role of the environment as a booster to overcome the barriers which may appear due to these self-perceptions. Finally, we find influences of older adults’ gender in the relationship put forward in the causal model.

二级数字鸿沟在人们使用信息和通信技术的能力上存在差异，尤其是在老年人中。本文着重探讨该小组中关于使用特定电子服务，网上银行服务的自我效能和焦虑感。考虑到社会认知理论中提出的三元关系，我们在老年人使用的IBS模型中包括了个人特征，例如与所选择的电子服务有关的自我效能感，焦虑感，有用性和性别。我们分析了感知风险和社会影响对这些作为环境因素的自我感觉的影响。这项研究以对474位老年人的调查为中心，并测试了使用PLS-SEM提出的结构模型。结果表明，与特定的电子服务相比，当我们通常指的是技术时，自我效能和焦虑之间存在重要差异。此外，自我效能感会积极影响人们对IBS的使用和感知。我们注意到环境在克服这些自我意识可能出现的障碍方面发挥着重要作用。最后，我们发现因果关系模型中提出的关系中老年人性别的影响。