4차 산업시대 로봇 품질 지각이 서비스 만족도에 미치는 영향

Abstract

COVID-19 has left the world in chaos, and new infectious diseases have been directly hit by many industries. The hotel tourism service industry is creating innovative growth suitable for the information age by making a breakthrough in quarantine and services non-face-to-face despite the COVID-19 crisis. The effect of quality perception on service satisfaction of the brand will be examined, and satisfaction recognition will be investigated through reviews and interviews by robot users. From April to October 2021, online reviews of robot serving were discovered and interview reviews on pros and cons were collected. Among them, offline stores were discovered and reviews on the pros and cons of robot use were interviewed to investigate the satisfaction of store owners of robot brands. As a result, first, the influx of young customers was clear, and the promotional effect and word of mouth had a great influence. Second, it was said that serving was free, serving was never wrong, and there were no guidelines for simple labor, which was very helpful to the workforce of internal personnel. Third, it does not break down, has high recognition, and is durable. In the case of negative perception, it was pointed out that if the store is narrow, the store table should be kept small, or that human meticulousness is required. If the serving robot recognizes it as a person or thing, continues to stop, and sends voice messages asking for understanding by recognizing it as a sensor even though there are no people, and if it has details with technical supplementation, it will accelerate the era of robot and human coexistence.