서비스 로봇의 SERVQUAL의 역할: 인천공항 이용객의 특성을 중심으로
The Role of SERVQUAL in Service Robots: Focusing on the Characteristics of Airport Users
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The current study investigated the role of SERVQUAL in assessing service robots in airports. This study explored the effect of the five sub-dimensions of SERVQUAL (i.e., tangibles, reliability, responsiveness, assurance, and empathy) on intentions to use a service robot. Additionally, this study examined the differences in SERVQUAL based on the travelers' demographic characteristics. The statistical analysis was performed using 323 samples. The result of the analysis revealed that tangibles and assurance positively affect intention to use a service robot. In addition, significant differences in tangibles and assurance were found in gender, education, and marital status.
Abstract
The current study investigated the role of SERVQUAL in assessing service robots in airports. This study explored the effect of the five sub-dimensions of SERVQUAL (i.e., tangibles, reliability, responsiveness, assurance, and empathy) on intentions to use a service robot. Additionally, this study examined the differences in SERVQUAL based on the travelers' demographic characteristics. The statistical analysis was performed using 323 samples. The result of the analysis revealed that tangibles and assurance positively affect intention to use a service robot. In addition, significant differences in tangibles and assurance were found in gender, education, and marital status.
참고문헌 (40)
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