Effect of the Service Quality of Robot Unmanned Cafe Ease of Use, Usefulness and Revisit Intention

This study investigates the impact of tangibility, reliability, assurance, and empathy—sub-dimensions of service quality in unmanned robot cafés—on perceived ease of use, perceived usefulness, and revisit intention. Data were collected using a Naver Office-based online survey from May 10 to June 10, 2024. Out of 400 distributed questionnaires, 317 were returned (response rate 79.2%), and 302 valid responses (95.2%) were used for the final analysis after excluding incomplete responses. SPSS 23.0 and AMOS 23.0 were employed for data analysis, including confirmatory factor analysis, validity testing, and structural equation modeling. The results revealed that tangibility, reliability, and assurance significantly influenced ease of use, while empathy did not. All four service quality factors had no significant effect on perceived usefulness. Tangibility, reliability, and empathy had significant effects on revisit intention, whereas assurance did not. Furthermore, ease of use had no significant effect on perceived usefulness or revisit intention. However, perceived usefulness significantly influenced revisit intention. Based on these findings, practical implications for the management and improvement of robot unmanned cafés are suggested.