User-centered attributes influencing customer satisfaction with autonomous delivery robots in cities

Autonomous delivery robots are becoming more prevalent in the smart city concept. This study will examine the attributes influencing customer satisfaction with autonomous delivery robots, while addressing the differences between experienced and inexperienced users. To compile the relevant attributes, a literature review of 59 studies was conducted, and 26 customer-focused attributes were identified. Subsequently, a survey questionnaire was conducted, and respondents were required to rate the importance and performance of the identified attributes. The survey received 616 responses, and an importance-performance analysis was conducted with the data. The findings indicate that functional utility is the primary driver of satisfaction for both user groups, while hedonic attributes can be secondary advantages, but autonomous delivery robots' aesthetic, health-protection, and status-related qualities are less important. Additionally, as users become more familiar with the robots, they begin to consider wider environmental issues and emphasize environmental protection, suggesting that familiarity with autonomous delivery robots shifts focus to broader societal impacts. Overall, this study highlights the dynamic nature of customer satisfaction and provides actionable insights for urban policies to close the gaps between performance and customers’ expectations, ultimately ensuring customer satisfaction and seamless integration of autonomous delivery robots into smart cities.