A Study on the Service Quality, Perceived Value, Customer Satisfaction, and Intention of Continuous Use of Hotel Robots
Ya-ru Shi, Younghyun Kim · 호텔리조트연구 · 2025
This study aims to analyze the service quality, perceived value, customer satisfaction, and intention for continued use of hotel robots in China. To achieve this objective, an online survey was conducted among Chinese individuals who had prior experience with hotel robot services, and an empirical analysis was conducted based on 300 valid samples. The results indicate that among the dimensions of service quality, assurance and playfulness have a significant impact on functional value, while reliability, anthropomorphism, and tangibility do not. In terms of experiential value, assurance, playfulness, and anthropomorphism show significant influence, whereas reliability and tangibility do not. These findings offer strategic insights into improving the service quality of hotel robots and provide valuable data support for the hotel industry.