Satisfaction and Intention to Continue Using the Unmanned Robot Cafe
Hyo Jung Kim · Journal of Korea Service Management Society · 2024
This study explores consumer perceptions and responses to unmanned robot cafés. In an unmanned robot café, services are provided through touchpoints with a robot in an environment where interactions with clerks are excluded. An online survey was conducted with 306 consumers in their 20s–40s, those who experienced a unmanned robot café using a drive-through. Descriptive, confirmatory factor analyses and structural equation modeling were conducted using SPSS 28.0 and Amos 25.0.BR The results are as follows, First, price rationality, perceived coolness significantly affected satisfaction with an unmanned robot cafe. Second, perceived usefulness significantly affected satisfaction and the intention to use the unmanned robot café. Third, satisfaction significantly affected the intention to continue using the unmanned robot café. Fourth, the main factor that drives people to visit unmanned robot cafés is that they can receive services without communicating with them.