A Study on Factors Influencing User Acceptance Intention of Service Robots

The purpose of this study is to investigate the factors that affect the acceptance intention of service robots in the service counter situation, targeting general consumers who have experience using robots. Based on the UTAUT2 model, we investigated the effects of robot-related characteristics (perceived anthropomorphism, perceived interaction) and user characteristics (perceived risk, self-efficacy) on acceptance intentions. We collected data from 308 individuals and used factor analysis and structural equations for hypothesis testing. Analysis showed that perceived anthropomorphism, self-efficacy, performance expectations, effort expectations, and hedonic motivations influenced use intentions. Furthermore, it was confirmed that perceived anthropomorphism influences performance expectations and pleasure motivations, and that perceived risk influences effort expectations. Perceived interaction and self-efficacy affected both UTAUT2 variables. In order to provide a better customer-centric service environment, we explored the factors that must be prepared before considering technology. We hope that we can provide academic significance and practical suggestions for future research.