Kano 모델을 이용한 외식업체 서빙 로봇의 서비스 품질에 관한 연구 = A Study on the Service Quality of Serving Robot offered by Restaurant Using the Kano Model

다국어 초록 (Multilingual Abstract)

The purpose of this study is to determine the service quality of serving robots in restaurant companies. To achieve this goal, service quality attributes for serving robots were classified using the Kano model quality attribute classification method and the Better and Worse indices using Timko's customer satisfaction coefficient. This enabled us to categorize the service quality attributes for restaurant-serving robots. This study aimed to consumers with experience in using serving robots and implemented research via a total of 192 surveys. The results are as follows: The results of the Kano model's quality attribute analysis classified 3 attractive attributes, 3 centralized attributes, and 8 must-be attributes. According to this, we calculated the Better and Worse indexes to provide insights into whether aiming to specific attributes in serving robots could increase customer satisfaction and decrease dissatisfaction. Moreover, we presented implications for emphasizing quality attributes that are crucial for customer satisfaction.