使用者對Pepper機器人的服務創新與滿意度暨持續使用意圖之研究-以服務公平性為干擾變項

近年來，自動化機械設備與機器人的盛行，嘗試著解決現今社會高齡化與少子化造成的人力短缺問題，再者機器人也進一步取代了反覆無聊的工作或太過精細、危險等工作項目，如同掃地機器人、老人照護機器人，使我們生活更便利，因此，機器人似乎已是未來的新趨勢。再者，如目前在服務業領域為大家提供服務的Pepper機器人，期望藉以帶給人類快樂的互動模式，但當企業雇用Pepper機器人時，使用者對Pepper機器人之服務創新的接受度高嗎？使用者是否會受到服務公平性的干擾進而影響滿意度？甚至影響到未來持續使用Pepper機器人的意圖呢？因此，本研究以曾使用操作過Pepper機器人為研究對象，藉以探討國人對於企業利用Pepper機器人的服務創新、服務公平性、滿意度與持續使用意圖之間的關係，以利於未來企業提供合適的服務機器人，進而提供顧客更滿意的服務。本研究透過問卷設計方式瞭解受訪者對於Pepper機器人的看法，實證結果顯示，使用者對於Pepper機器人的服務創新認知與滿意度僅有部分是具正向顯著影響；而使用者對於Pepper機器人的服務公平性之認知，僅有部分正向顯著干擾服務創新對滿意度之效果；受訪者對於Pepper機器人的滿意度會對持續使用意圖有正向顯著影響。

關鍵字

機器人；服務公平性；服務創新；滿意度；持續使用意圖

並列摘要

In recent years, the prevalence of automated mechanical equipment and robotics has attempted to solve the problem of workforce shortage caused by the aging and declining birth rates in today’s society. Moreover, robots have further replaced dull and tedious work, too delicate and dangerous work items. For example, sweeping robots, elderly care robots, which make our lives more convenient. Therefore, robots seem to be a new trend in the future. In addition, the Pepper robot, which currently provides services for everyone in the service industry, is expected to bring an enjoyable interactive mode to human beings. However, when the company hires Pepper robots, is the user highly receptive to the service innovation of the Pepper robot? Whether the user will be the moderating effect on service fairness and affect satisfaction? Even affecting the intention of using Pepper robot in the future? Therefore, the research object of this study is the respondents who had experience in using Pepper robot. This study explores the relationship between service innovation, service fairness, satisfaction, and continuous use intentions of people using Pepper robots. This study may be beneficial for companies to provide suitable service robots and provide customers with more satisfactory services. This study uses the questionnaire design method to understand the respondent's perception of the Pepper robot. The empirical results show that user’s cognitive and satisfaction in the service innovation of the Pepper robot only partially positive impact. The user’s perception of the service fairness of the Pepper robot only partially positively moderating effect of service innovation on satisfaction. Respondents' satisfaction with the Pepper robot has a positive effect on the continuous intention.