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Evaluation of a Multi-robot Cafe Based on Service Quality Dimensions

Author

Listed:
  • Takeshi Morita

    (Keio University)

  • Naho Kashiwagi

    (Keio University)

  • Ayanori Yorozu

    (Keio University)

  • Hideo Suzuki

    (Keio University)

  • Takahira Yamaguchi

    (Keio University)

Abstract

While AI applications are popular in many domains, they should work harmoniously with domain exerts and end users. Furthermore, to develop such harmonious AI applications, we need agile AI platforms for not only developers, but also domain experts. Currently, we have developed PRactical INTElligent aPplicationS (PRINTEPS), which is a user-centric platform to develop integrated intelligent applications. This paper reports on a multi-robot cafe as a practical application of PRINTEPS and evaluates its service quality at a university festival. It is not clear if robotic services are perceived as attractive and/or valuable, and how the concept of robotic services could lead to customer satisfaction. Therefore, the evaluation of the quality of such services is necessary to identify the key factors that could contribute to improving customer satisfaction. The purpose of this research is to identify key factors in improving customer satisfaction in robotic services by evaluating the service quality of the multi-robot cafe. We designed questionnaire items based on SERVQUAL which is one of the service quality evaluation measurement methods and conducted a questionnaire survey at a multi-robot cafe held at a university festival. From the collected data, we modeled and evaluated the relationship between service quality and customer satisfaction to identify key factors in robotic services using a Bayesian network. In addition, the experiment confirms the usefulness of PRINTEPS.

Suggested Citation

  • Takeshi Morita & Naho Kashiwagi & Ayanori Yorozu & Hideo Suzuki & Takahira Yamaguchi, 2020. "Evaluation of a Multi-robot Cafe Based on Service Quality Dimensions," The Review of Socionetwork Strategies, Springer, vol. 14(1), pages 55-76, April.
    • Handle: RePEc:spr:trosos:v:14:y:2020:i:1:d:10.1007_s12626-019-00049-x
    DOI: 10.1007/s12626-019-00049-x
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    References listed on IDEAS

    as
    1. Takeshi Morita & Kodai Nakamura & Hiroki Komatsushiro & Takahira Yamaguchi, 2018. "PRINTEPS: An Integrated Intelligent Application Development Platform based on Stream Reasoning and ROS," The Review of Socionetwork Strategies, Springer, vol. 12(1), pages 71-96, June.
    2. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
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