Factors Influencing Older Adults’ Satisfaction with E-Grocery Services: Evidence from Malaysia

Yee-Yann Yap (), Siow-Hooi Tan and Man Seong Chan
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Yee-Yann Yap: Multimedia University
Siow-Hooi Tan: Multimedia University
Man Seong Chan: Multimedia University

A chapter in New Perspectives and Paradigms in Applied Economics and Business, 2025, pp 195-207 from Springer

Abstract: Abstract E-grocery services have seen a significant global increase, yet research focusing on the older population remains limited compared to the extensive studies on younger generations. Furthermore, there is minimal empirical evidence on the factors influencing consumer satisfaction with e-grocery services, particularly within the silver market. Therefore, this study aims to fill these gaps by examining the impact of perceived ease of use, perceived usefulness, digital literacy, self-efficacy, and physical conditions on older adults’ satisfaction with e-grocery services in Malaysia. A survey was distributed to individuals aged 60 and over living in Klang Valley, Malaysia. A total of 220 valid responses were collected and analyzed using PLS-SEM. The results show that factors like perceived ease of use, perceived usefulness, self-efficacy, and physical conditions have a positive effect on older adults’ satisfaction with e-grocery services. However, digital literacy did not have a significant impact on satisfaction. This study contributes to the literature on e-grocery services by enhancing the understanding of the older demographic. Identifying these factors allows e-grocery providers to customize their services to better meet the needs of older adults, leading to an improvement in overall satisfaction.

Keywords: Customer satisfaction; E-grocery; Older adults; Aging population; Expectancy disconfirmation theory; Online grocery shopping; Technology acceptance model (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-77363-1_14

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DOI: 10.1007/978-3-031-77363-1_14

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