Academic journal article Asian Social Science

Quality, Perceived Usefulness, User Satisfaction, and Intention to Use: An Empirical Study of Ubiquitous Personal Robot Service

Academic journal article Asian Social Science

Quality, Perceived Usefulness, User Satisfaction, and Intention to Use: An Empirical Study of Ubiquitous Personal Robot Service

Article excerpt


This study illustrates the acceptance behaviour of ubiquitous personal robot services in Korea on the basis of the previous researches on service quality, systems quality, and technology adoption. We especially build the dimensions of service quality fit for personal robot service characteristics, i.e. tangible quality and motion quality. 490 respondents collected from surveys of Korean households, who used the personal robot in their home for 4 months before the survey, were used to verify the research model. The findings reveal that perceived usefulness and user satisfaction significantly positively impact intention to use a personal robot service. Additionally, perceived usefulness has a far more significant effect on the intention to use the service than does user satisfaction. The service quality was determined to be a significant antecedent of both perceived usefulness and user satisfaction. The most influential factor was the motion quality of the ubiquitous personal robot, followed by tangible quality. System quality proved to be a major determinant of perceived usefulness and user satisfaction, and to have strong effect on perceived usefulness than service quality.

Keywords: ubiquitous personal robot, quality, perceived usefulness, user satisfaction

1. Introduction

The technology of digital convergence has enabled many countries to provide their consumers with a variety of ubiquitous services including home networking and telematics. The Korean government implemented the IT839 strategy, in 2004, which aims to introduce world's first services and products: introducing and promoting eight services, building three infrastructures, and developing nine ICT (information and communication technology) new growth engines (Chung, 2004). The URC (ubiquitous robot companion), one of the nine specified growth engines, is an IT-based service robot project with the vision involving the use of personal robot services anywhere, anytime. This project focuses on offering robot services that allow users to access intelligent Internet/Web services and perform certain tasks conducted by humans.

The IDC estimated that the intelligent robot service market would increase by almost a hundred-fold between 2003 and 2012, from $831 million to $84.5 billion (Byun, 2006). The Korean government and institute and agency of science technology have been collaborating on a variety of URC projects for a number of years. The ETRI (Electronics and Telecommunications Research Institute) has been developing major robotic technologies in cooperation with robotics companies. The NIA (National Information Society Agency) has performed a critical function in providing personal robot pilot services focused on identifying the personal robot services adoption behavior of potential consumers by deploying prototype robots in private homes. The services are comprised of interactive, emotional, and intelligent services, including games, home cleaning, children's entertainment, ordering groceries, remote home monitoring, story-telling, and singing.

The robot is a brand-new manifestation of a personal web-based medium by numerous convergent and intelligent information technologies integrated. Physical features and emotion expressions will be the core functions of the robot, because people are anticipating a robot that acts and feels like a human. However, as current robot services fall far short of what users might expect, owing to the lack of adequate technology and the high production cost, it may be difficult and challenging to fulfill users' expectations of quality. Therefore, identifying users' perceived quality of the personal robot is critical for pilot services in order to assess the level of acceptance of personal robots at home (Delone & McLean, 2003; Pitt et al., 1995; Shih, 2004) and reduce the gap between what the users expect and what service can be provided from the personal robot services. Additionally, it would be very valuable to determine the manner in which quality factors affect the acceptance of personal robots. …

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