Description of Invention
The COVID-19 pandemic has sped up digital transformation, and self-ordering kiosks (SOKs) are experiencing growing adoption in fast-food restaurants. While SOKs provide convenience to the customer experience, this convenience does not universally apply, particularly among senior citizens or those with limited tech savvy. The challenges experienced by older adult users while using SOKs can be attributed to various factors, including personal, technical, attitudinal, and situational characteristics. This research includes seven independent variables that incorporate personal (self-efficacy, cognitive losses, attitude), technical (technological anxiety, usability) and situational (time pressure, social influence) characteristics in investigating factors affecting older adults’ acceptance of self-ordering kiosks in fast-food restaurants. We obtained 165 respondents aged 60 and above with SOKs experience for data analysis via purposive sampling. Results revealed that attitude, self-efficacy and technological anxiety are the predictors of intention to use SOKs among older adults in Malaysia.