CONTINUOUS USE OF HOTEL SERVICE ROBOTS BASED ON EXPECTATION CONFIRMATION THEORY

Abstract With the rapid development and transformation of artificial intelligence technology, artificial intelligence and robotics technology have begun to enter human social life. More and more hotels are using service robots to replace room attendants to complete some simple delivery tasks. The novel experience has won praise from customers, improved the consumption experience, helped hotels save costs in the hotel industry with a high employee turnover rate, and provided great convenience for human resources management in the hotel industry. This study has three research objectives: 1)To define the factors that influence customers' continued use of hotel service robots. 2)To test the model of factors influence customers' continued use of hotel service robots. 3)To explain the relationship among the influenced factors. The study found that the Expectation Confirmation affects Perceived Usefulness. Perceived Usefulness affects Continuous Intention. Perceived Usefulness affects Satisfaction. Expectation Confirmation affects Satisfaction. Anthropomorphism affects Continuous Intention. Anthropomorphism affects Satisfaction. Satisfaction affects Continuous Intention.