智慧餐飲新時代：餐飲業導入AI設備關鍵選擇因素之研究

隨著電腦科技的進步與人工智慧的持續發展，讓科技設備技術進入一個全新的時代，進而取代人力工作。近年台灣少子化因素、高齡化時代在餐飲領域面臨人力短缺，餐飲業者開始投入與資金研發導入人工智慧機器人，顛覆傳統餐飲市場的變遷，探討餐飲導入AI設備關鍵選擇因素之研究。本研究依服務品質量表五大構面項目為可靠性、保證性、反應性、關懷性、有形性排序重要性，結合層級分析法的架構擬定問卷建立5個指標，進行成對比較矩陣計算幾何平均數與權重值，各因素之間相對權重是否一致。依16份專家問卷獲得之結果論述如下：5個指標構面權重高低依序為「可靠性」、「保證性」、「反應性」、「關懷性」、「有形性」。17項關鍵因素因子總體排序前3名分別為「維持系統品質的準確性」、「降低服務的失誤率」及「服務流程標準一致」，其中前三項中有兩項為「可靠性」構面下的因素，說明可靠性仍然為重要的指標。

關鍵字

人工智慧；層級分析法；服務品質

並列摘要

With the advancement of computer technology and the continuous development of artificial intelligence, technological equipment technology has entered a new era, which will replace human work. In recent years, because of the declining birthrate and the growing aging population, we are facing a shortage of manpower in food and beverage industry. The F&B industry has begun to invest and research to introduce artificial intelligence, subvert the changes in the traditional catering market, and explore the research on key selection factors for the introduction of AI equipment in F&B industry. This study stateed the importance of reliability, assurance, responsiveness, caring, and tangibility according to the five dimensions of the service quality scale. Developd a questionnaire based on the structure of the hierarchical analysis method and establish 5 indicators. After thtat it performed a pairwise comparison matrix to calculate the geometric mean and weight value, and whether the relative weight of each factor is consistent. According to the results obtained from the 16 expert questionnaires, the discussion is as follows: The weights of the 5 indicators in order are ＂reliability＂, ＂guarantee＂, ＂reactivity＂, ＂caring＂ and ＂tangible＂; The top 3 of the 17 key factors in the overall ranking are ＂Maintain the accuracy of system quality＂, ＂Reduce service error rate＂ and ＂Consistent service process standards＂. Two of the first three items are the factors of ＂reliability＂, means that reliability is really an important indicator.

並列關鍵字

Artificial Intelligence ； Hierarchical Analysis Process ； Service Quality

參考文獻

人口政策資料彙集(2019)。內政部戶政司。擷取時間: 2020年12月29日。網址: file:///C:/Users/user01/Downloads/%E4%BA%BA%E5%8F%A3%E8%B3%87%E6%96%99%E5%BD%99%E9%9B%86-108%E5%B9%B411%E6%9C%88%E5%87%BA%E7%89%88.pdf。