Self-service menu technology adoption in later life: The case of young-old and old-old consumers

The purpose of this study is to explore the factors influencing the adoption of self-service menu ordering technology (SSMOT) among older adults in Malaysia. Given the increasing reliance on technology for maintaining social connections, especially among the elderly, this research examines the extent to which similarities and differences among senior consumers influence their intentions. Using a quantitative method, 205 samples of senior consumers in Malaysia were collected for this study and analyzed through partial least squares structural equation modeling (PLS-SEM). The findings indicate that attitudes toward life satisfaction and facilitating conditions significantly impact both perceived usefulness and perceived ease of use of technology among older adults, irrespective of their age cohort. In contrast, higher cognitive abilities within the young-old age group do not significantly impact their opinions of the usefulness and ease of use of SSMOT. Similarly, the effects of social relationships on perceived usefulness and perceived ease of use were also found to be insignificant. Surprisingly, both perceived usefulness and perceived ease of use positively influence the intention to use SSMOT. These findings have practical consequences for designing technology interventions aimed at older adults. Understanding the specific reasons that drive or deter technology adoption in this demographic can inform the expansion of more user-friendly and accessible digital solutions, thereby improving the quality of life for older individuals. The originality and value of this study lie in its focus on the young-old and old-old in the Malaysian context, providing insights into the unique obstacles and opportunities faced by older adults in adopting technology in a rapidly digitalising world.