The Effects of the Service Quality and Innovativeness of Unmanned Robot Cafes on Perceived Usefulness and the Intention to Reuse: Test for the Moderating Effects of the Frequency of Coffee Drinking

Abstract

The purpose of this study was to determine the effects of the service quality and innovativeness of unmanned robot cafes on perceived usefulness and the intention to reuse and the moderating effects of the frequency of coffee drinking. This study obtained the following results: first, the system quality and innovativeness significantly affected perceived usefulness while the product quality had no significant effect on perceived usefulness. Second, the system quality significantly affected the intention to reuse while neither the product quality nor innovativeness had any significant effect on the intention to reuse. Third, perceived usefulness significantly affected the intention to reuse. Fourth, the frequency of coffee drinking had moderating effects on the effects of the product quality, the system quality, and innovativeness on perceived usefulness and the intention to reuse, with the exception of the product quality and the intention to reuse. This study aimed to contribute to an improvement in perceived usefulness through the service quality of unmanned robot cafes and an increase in the intention to reuse unmanned robot cafes.