机器人餐厅顾客体验的感知、满意与行为意向研究

On the Perception,Satisfaction and Behavioral Intention of the Customer Experience in Robot Restaurants

通过文献和顾客评论提炼消费者感知因子,采用结构方程模型验证消费者行为意向及其影响机制。研究发现:(1)基于机器人餐厅顾客的线上评论,顾客行为意向的三个测评维度为:智能化环境设计、智能化协同服务、智能化食物控制。(2)智能化食物控制、人机协同、环境设计对顾客感知和满意度的影响均正向显著。(3)基于机器人餐厅消费者语境服务深入分析,发现食物控制对顾客满意度影响最大,同时,验证了机器人餐厅顾客感知、满意与行为的逻辑关系。

This study extracts consumer perception factors based on online network comments,and uses a structural equation model to verify consumer behavioral intention and its influence mechanism.The findings are as follows:First,based on online comments of customers in robot restaurants,three evaluation dimensions of customer behavioral intention have been identified:intelligent environmental design,intelligent collaborative service,and intelligent food control.Second,intelligent food control,intelligent collaborative service and intelligent environment design have a significant impact on customer perception and satisfaction.Third,based on an in-depth analysis of consumer contextual services in robot restaurants,food control is found to have the greatest impact on customer satisfaction.It also verifies the logical relationship between the customer perception,satisfaction and behavior in robot restaurants.