Abstract
The growth of contactless service is driven by numerous factors, including changing consumer needs and preferences, technological advances, and the potential for businesses to increase efficiency and reduce costs. Most importantly, it presents a solution to avoid interaction risk, especially during pandemics or other crises. Several companies have adopted kiosks to provide rapid and safe self-service options, with consumers increasingly welcoming convenience and speed. COVID-19 reshaped the flow of how we deal with service. Nowadays, we rely heavily on technology to meet demand or solve problems. However, more research is needed to understand how older adults interact with kiosks as they experience the self-service process. This research investigates elder acceptance of and behavioral intention toward dealing with the digital technology of self-service in hospitals. The results revealed that expanding the range of user preferences and increasing user satisfaction helps one understand the target’s behavior and basic demands, proving that technology adoption will help older adults adopt a more successful aging approach. The research contributes to a better understanding of self-service design for older adults in the hospital domain.
Keywords
kiosk; technology adoption; successful aging; customer behaviour
DOI
https://doi.org/10.21606/iasdr.2023.253
Citation
Shih, C.,and Chiu, T.(2023) Approach or Avoid Away from Kiosks for the Elderly? A Study on Acceptance and Behavioral Intention of Self-Service in Hospitals., in De Sainz Molestina, D., Galluzzo, L., Rizzo, F., Spallazzo, D. (eds.), IASDR 2023: Life-Changing Design, 9-13 October, Milan, Italy. https://doi.org/10.21606/iasdr.2023.253
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
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Included in
Approach or Avoid Away from Kiosks for the Elderly? A Study on Acceptance and Behavioral Intention of Self-Service in Hospitals.
The growth of contactless service is driven by numerous factors, including changing consumer needs and preferences, technological advances, and the potential for businesses to increase efficiency and reduce costs. Most importantly, it presents a solution to avoid interaction risk, especially during pandemics or other crises. Several companies have adopted kiosks to provide rapid and safe self-service options, with consumers increasingly welcoming convenience and speed. COVID-19 reshaped the flow of how we deal with service. Nowadays, we rely heavily on technology to meet demand or solve problems. However, more research is needed to understand how older adults interact with kiosks as they experience the self-service process. This research investigates elder acceptance of and behavioral intention toward dealing with the digital technology of self-service in hospitals. The results revealed that expanding the range of user preferences and increasing user satisfaction helps one understand the target’s behavior and basic demands, proving that technology adoption will help older adults adopt a more successful aging approach. The research contributes to a better understanding of self-service design for older adults in the hospital domain.