... developed regions, where socioeconomic disparities, limited connectivity and distinct cultural contexts can lead to service exclusion and a digital divide. This study aims to address this gap by examining the factors influencing online shopping acceptance among elderly consumers aged 65 and over in Latin...

... why people cross the online channel to offline by examining their dissatisfaction with online shopping, using E-SERVQUAL variables. Design/methodology/approach This study uses a two-method approach that involves in-depth interviews to develop questions related to E-SERVQUAL variables and a survey...