외식산업 서비스 로봇의 지각된 품질, 기술수용, 소비행동의도 간의 구조적 관계

Abstract

The purpose of this study was to develop the model that would demonstrate a structural relationship between perceived quality, technology acceptance, and consumption behavioral intention of service robots in the food service industry. This study also aimed to verify the mediating effect of usefulness and ease of use on the relationship between perceived quality and consumption behavioral intention in service robots. The study subjects were males and females who had experience using food service industry service robots in Seoul and Gyeonggi-do. The results were as follows. First, the product quality, as perceived by service robot users, had an impact on usefulness. Secondly, the system quality by service robot users did not have an impact on its usefulness. Third, the product and system quality by service robot users had an impact on the ease of use. Fourth, the product quality, usefulness and ease of use by service robot users had an effect on consumption behavioral intention. Fifth, it was found that the usefulness and ease of use had mediating effects on the relationship between product quality and consumption behavioral intention of service robots in the food service industry. In the future, if reliable and technologically advanced service robots appear, consumers’ perception of eating out is expected to change. In other words, in order for service robot technology to become familiar to consumers, it should be able to provide curiosity and pleasure, along with ease of operation, during the process of operating service robots.