Behavioural insights into older adults’ intention to use self-service technology in restaurants

Businesses are switching to self-service technology to meet the growing demand of customers and improve customer satisfaction. Although these technologies are becoming more common nowadays, the adoption and usage of self-service technology remain relatively underexplored, especially among older adults. Therefore, this study aims to explore the factors influencing older adults’ intention towards self-service technologies by integrating Technology Acceptance Model and Theory of Planned Behaviour. Data for the study was collected from 102 older adults aged 55 and above in Klang Valley, Malaysia. Findings revealed that perceived ease of use, perceived behavioural control, subjective norm, and ICT knowledge positively influence perceived usefulness and attitude towards self-service technology in restaurants. This suggests that older adults find self-service technology easy to use and they are more likely to view self-service technology as beneficial and adopt a favourable attitude towards it. This study highlights the need for technology developers and policymakers to prioritise user-centric designs, particularly for older adults, when designing self-service technologies. Future research should address the study’s limitations by exploring new variables and employing longitudinal approaches to better understand older adults’ attitudes and intention towards self-service technologies.