Research on the Influence of Humanoid Behavior of Intelligent Service Robot on Satisfaction Based on Structural Equation Model
Yi Zhang, Kexin Zhuang · Atlantis Highlights in Intelligent Systems/Atlantis highlights in intelligent systems · 2023
With the rapid development of artificial intelligence technology, the application of service robots in the service industry is becoming more and more common, which has changed the original service process and promoted a new service interaction mode.However, whether artificial intelligence can rival artificial services is still the key, so consumer satisfaction with service robots is important.In this paper, a series of change processes from anthropomorphic service (warmth and perceptual intelligence) of service robots to consumer trust to consumer satisfaction are studied.Amos is used to build a structural equation model to explore the influence of consumers on the satisfaction of service robots.The results show that warmth and intelligent perception can enhance consumer trust in the service of service robots, thereby improving consumer satisfaction.The research conclusions provide constructive suggestions for the development of artificial intelligence and the introduction of service robots by enterprises.