> You might be surprised how many people absolutely hate using apps, and do not want to interact with a business through a mobile phone. Older folks especially

It is not just older folks. It is also anyone mildly or more security/privacy aware. App's offer far more opportunities for spying/tracking and as well "advertising" (push messages), none of which I am interested in giving the business.

In my case, if an app is required, I move on to the next business where an app is not required.