智慧機器人導入美髮快剪服務之顧客滿意度研究

Smart Robots in Hairdressing and Quick Haircut Service: Customer Satisfaction

陳昭敏(Chao-Min Chen) ； 蔡妤姍(Yu-Shan Tsai) ； 葉榮椿(Ron Chuen Yeh) ； 羅希哲(Shi-Jer Lou)

《工程、技術與科技教育學術研討會》 第九屆 (2020/06) Pp. 77-90

https://doi.org/10.6571/SCETE.202006.0008

摘要

本研究旨在探討智慧機器人導入美髮快剪服務之顧客滿意度研究，以屏東某美髮快剪場域來的相關人員為研究對象，探討智慧機器人在美髮快剪場域服務滿意度之關係。因此，本研究以在美髮快剪場域接觸過智慧機器人為研究對象，藉以探討顧客對於Zenbo機器人的Zenbo服務、體驗滿意度與再來消費意願之間的關係。本研究透過問卷調查方式了解顧客對智慧機器人（Zenbo）系統服務的滿意度，其結果如下：一、美髮快剪顧客對「Zenbo服務」、「體驗滿意度」及「再來消費意願」為正向相關。二、「Zenbo服務」之滿意度對顧客「體驗滿意度」上有顯著影響。三、「Zenbo服務」之滿意度對顧客「再來消費意願」上有顯著影響。

關鍵字

智慧機器人 ； Zenbo ； 美髮快剪 ； 滿意度

並列摘要

This thesis aims to discuss the customer satisfaction of smart robot in the quick haircut service in Pingtung. The discussion focuses on the relationship between the integrated quick haircut service provided by smart robot and customer satisfaction. Therefore, this study targets individuals who interacted with the Zenbo (a smart robot) at the hair salon venue and discuss their responses concerning the service experience, experience satisfaction, and the repurchase intention. The study uses a questionnaire survey to study the degree of satisfaction of the customers on the Zenbo system service, and the statistical results are the following. 1. Customers served by Zenbo at the hair salon venue show positive response towards ＂Zenbo service experience,＂ ＂experience satisfaction,＂ and ＂repurchase intention.＂ 2. ＂Zenbo service experience＂ satisfaction has significant impact on customers' ＂experience satis-faction.＂ 3. ＂Zenbo service experience＂ has a significant impact on the customers' ＂repurchase intention.＂

並列關鍵字

Smart robot ； Zenbo ； Hair salon ； Satisfaction