Understanding Restaurant Service Robot Adoption: The Moderating Effect of Age Generations
Nur Amerah Nabihah Mohd Nazri, Noradzhar Baba, Norhidayah binti Abdullah · Information Management and Business Review · 2025
In the endemic era, the success of robot services in Malaysian restaurants hinges on public acceptance and customer satisfaction. This study explores the critical factors influencing customer attitudes, emphasizing the reliability and efficiency of robots, as well as their capacity to deliver a personalized, human-like dining experience. As the restaurant industry navigates post-pandemic challenges, robot services are poised to revolutionize operations by enhancing safety and addressing public health concerns. Using the Unified Theory of Acceptance and Use of Technology (UTAUT2) as its framework, this study employed a quantitative research methodology, gathering data through survey questionnaires from 225 respondents. Descriptive statistics and Partial Least Squares Structural Equation Modeling (PLS-SEM) were utilized to test the hypotheses and evaluate the proposed model. Multivariate analysis revealed no significant generational divide in the adoption of service robots, with both younger and older generations displaying comparable levels of acceptance and usage. The findings underscore customer habit as the most significant predictor of robot service adoption, highlighting the UTAUT2 model's applicability in the Malaysian context. The study also reinforces the importance of considering age-related factors in understanding technology acceptance during the endemic period. Given the positive reception of robot services, the restaurant industry should focus on refining these technologies, ensuring that they meet the diverse needs of different age groups.