Robotic dining delight unravelling the key factors driving customer satisfaction in service robot restaurants using PLS-SEM and ML
- Title
- Robotic dining delight unravelling the key factors driving customer satisfaction in service robot restaurants using PLS-SEM and ML
- Creator
- Sharma V.; Kapse M.; Poulose J.; Mahajan Y.
- Description
- In the past few years there has been a remarkable surge in demand for robot service restaurants. However, as both the technology and the concept of such restaurants are relatively new, there is a limited understanding of how consumers would react to this new change in the service industry. This study focuses on the key factors influencing customer satisfaction and their intention to repeat the experience by using two staged hybrid PLS-SEM and Machine Learning approaches. The finding confirms that perceived enjoyment, speed, and novelty influence customer satisfaction, whereas perceived usefulness has no influence. Additionally, the study uncovers that customer satisfaction and trust positively mediate the relationship and establish the link with repeat experience. The machine learning models (Artificial Neural Network, Support Vector Machines, Random Forest, K-Nearest Neighbors, Elastic Net) predict the intention to repeat the experience of the service robot with an overall model fit of around 57%. We also discussed several new and useful theoretical and practical implications for enhancing the customer experience during the visit to the restaurants. 2023 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.
- Source
- Cogent Business and Management, Vol-10, No. 3
- Date
- 2023-01-01
- Publisher
- Cogent OA
- Subject
- machine learning; PLS-SEM; repeat experience; robotics; service restaurants; trust
- Coverage
- Sharma V., Symbiosis Centre for Management and Human Resource Development (SCMHRD), Symbiosis International (Deemed University), Pune, India; Kapse M., Symbiosis Centre for Management and Human Resource Development (SCMHRD), Symbiosis International (Deemed University), Pune, India; Poulose J., School of Business and Management, CHRIST (Deemed to be University), Delhi-NCR, India; Mahajan Y., Symbiosis Centre for Management and Human Resource Development (SCMHRD), Symbiosis International (Deemed University), Pune, India
- Rights
- All Open Access; Gold Open Access; Green Open Access
- Relation
- ISSN: 23311975
- Format
- Online
- Language
- English
- Type
- Article
Collection
Citation
Sharma V.; Kapse M.; Poulose J.; Mahajan Y., “Robotic dining delight unravelling the key factors driving customer satisfaction in service robot restaurants using PLS-SEM and ML,” CHRIST (Deemed To Be University) Institutional Repository, accessed February 23, 2025, https://archives.christuniversity.in/items/show/14505.