The Effects of the Service Quality and Innovativeness of Unmanned Robot Cafes on Customer Satisfaction and the Intention to Revisit: Test for the Moderating Effects of the User Characteristics
The Foodservice Management Society Of Korea, Hong-Sook Kim, Hyun-Cheol Lim · 외식경영연구 · 2023
The purpose of this study was to determine the effects of the service quality and innovativeness of unmanned robot cafes on customer satisfaction and intention to revisit and the moderating effects of the user characteristics. For this purpose, 212 samples were used. This study obtained the following results: First, tangibility, reliance, confidence and empathy significantly affected customer satisfaction while responsiveness had no significant effect on customer satisfaction. Second, innovativeness significantly affected customer satisfaction. Third, customer satisfaction significantly affected the intention to revisit. Fourth, age had moderating effects on the association between innovativeness and customer satisfaction. The results of this study are expected to give practical suggestions for establishing an effective marketing strategy based on the improvement in the service quality of unmanned robot cafes.