From Technophobia to Digital Adoption: Reconstructing the Utaut Model with Digital Literacy Moderation Among Older Adults for Inclusive Public Services

Abstract

Despite the rapid acceleration of digital transformation, the digital divide among older adults remains a significant barrier to inclusive public services. This study addresses this gap by reconstructing the Unified Theory of Acceptance and Use of Technology (UTAUT) model, integrating Digital Literacy as a moderator and evaluating the impact of Technophobia on technology adoption behavior. Data were collected from a sample of older adults and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that the reconstructed model possesses a substantial explanatory power, with an R2 of 0.835 for Actual Use. Findings reveal that Social Influence and Effort Expectancy are the most significant drivers of Behavioral Intention, which subsequently serves as a robust mediator for actual usage. Crucially, the moderation analysis highlights that Digital Literacy significantly bridges the intention-behavior gap, whereas Technophobia yields a negligible effect size (f2 = 0.000), suggesting that technical competence is a more critical determinant than psychological fear in this demographic. These results challenge traditional stereotypes and emphasize that achieving digital inclusion requires a strategic shift from anxiety-reduction to competence-building. The study provides a novel theoretical framework for understanding senior digital engagement and offers practical recommendations for policymakers to design age-friendly, cognitively accessible digital public services. This research concludes that fostering social support networks and enhancing digital literacy are the most effective paths toward bridging the digital adoption gap in an aging society.