Determinants of Chatbot adoption among older adults: An extended TAM approach using PLS-SEM

This study investigates factors influencing chatbot adoption among older adults by extending the Technology Acceptance Model (TAM) with computer anxiety (CANX) and self-efficacy (CSE) to address demographic-specific barriers. Data from 150 participants in Taoyuan City, who engaged with two chatbots for information services, were analyzed using partial least squares structural equation modeling. Results show that perceived ease of use (PEOU) positively influences both perceived usefulness (PU) and attitude (ATT), with PU being the strongest predictor of behavioral intention (BI), followed by ATT and PEOU. CSE was found to enhance PEOU, while CANX negatively affected it. Explaining 69.3% of BI variance, the findings validate TAM’s relevance for older adults and emphasize the significance of addressing psychological barriers in technology adoption. The findings underscore the need for chatbot interfaces that prioritize accessibility and cater to the specific needs of elderly users. Additionally, they highlight the importance of designing chatbots that provide functional benefits while addressing psychological barriers to engagement among older adults.