The effect of robot service quality on consumer repurchase intention with customer experience as a mediating variable at Dunkin' Philippines
Clicks: 1
ID: 285641
2023
Article Quality & Performance Metrics
Overall Quality
Not rated
Combines reader engagement with the AI quality analysis. This
article has not been analysed, so there is no overall score —
reader engagement is measured and shown alongside.
Reader Engagement
0.0
/100
1 views
0 readers
AI Quality Assessment
Not analyzed
Readership in this journal
Ranked #2,504 of 3,757 articles by views in Malay Journal
Most read
Least read
Bar heights use a square-root scale. Only the 120 most-read articles are drawn; the journal has 3,757 in total.
Mint this article as an NFT
Not yet mintedCreate a permanent, verifiable on-chain record of this article on the Scimatic Network. The NFT is held in your Journament account, and you can withdraw it to your own wallet at any time.
5
SUSD
one-off · no wallet required
Abstract
Service robots in restaurants have slowly become a global trend as machines and automation dominate industries. Countries such as China, Japan, and South Korea have been leading Asia in utilizing robots as waiters at restaurants. Dunkin', one of the leading baked goods and coffee chain companies, have launched its first-ever server robot, named Number 1, in the Philippines. Several studies have claimed that good service and customer experience improve a consumer’s intention to come back and purchase a product again. However, this research aims to explore the effect of service rendered by robots, hence, robot service quality on consumers’ repurchase intention as mediated by customer experience. The research uses six constructs of robot service quality, namely Tangibles, Responsiveness, Reliability, Assurance, Empathy, and Entertainment, and four constructs of Customer Experience, namely Cognitive, Sensory, Affective, and Conative. These constructs were based on several studies and were used as the basis to formulate the questionnaire distributed to 200 participants to gather quantitative data. Qualitative were gathered through an interview and discussion with workers and customers, respectively. Results have shown that each of the six variables of Robot Service Quality has a significant and positive effect on Customer Experience. Similarly, the four variables of Customer Experience have a significant and positive effect on Consumers' Repurchase Intention. However, customer experience did not mediate robot service quality to repurchase intention. The study revealed that only a direct effect happens between robot service quality and repurchase intention.
| Reference Key |
persistent_1760656201_68f17b49de96a
Use this key to autocite in the manuscript while using
SciMatic Manuscript Manager or Thesis Manager
|
|---|---|
| Authors | Polines, Chrys Daicee T. |
| Journal | Malay Journal |
| Year | 2023 |
| DOI |
DOI not found
|
| URL | |
| Keywords | Keywords not found |
Citations
No citations found. To add a citation, contact the admin at info@scimatic.org
Comments
No comments yet. Be the first to comment on this article.