Quality, Perceived Usefulness, User Satisfaction, and Intention to Use: An Empirical Study of Ubiquitous Personal Robot Service

This study illustrates the acceptance behaviour of ubiquitous personal robot services in Korea on the basis of the previous researches on service quality, systems quality, and technology adoption. We especially build the dimensions of service quality fit for personal robot service characteristics, i.e. tangible quality and motion quality. 490 respondents collected from surveys of Korean households, who used the personal robot in their home for 4 months before the survey, were used to verify the research model. The findings reveal that perceived usefulness and user satisfaction significantly positively impact intention to use a personal robot service. Additionally, perceived usefulness has a far more significant effect on the intention to use the service than does user satisfaction. The service quality was determined to be a significant antecedent of both perceived usefulness and user satisfaction. The most influential factor was the motion quality of the ubiquitous personal robot, followed by tangible quality. System quality proved to be a major determinant of perceived usefulness and user satisfaction, and to have strong effect on perceived usefulness than service quality.

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