Effectiveness and service quality of robot museum through visitors experience: A case study of RoboLife Museum in South Korea

Instrument Development for R-Service Quality: A Literature Review

“…As one of the five prominent dimensions of SERVQUAL, reliability is conceptualized as the capability to perform a promised service dependably, accurately, and timely [55]. Among the reviewed studies, reliability plays a significant role in general service quality [13], [32], [36], service expectation [33], and behavioral intention [11].…”

“…[55], as one of the most common factors of r-service quality [66]. In the reviewed studies, tangibility is a significant dimension that determines overall service quality [13], [36], service expectations [59], and willingness [27] and intention to use robots [5], [11], [37].…”

“…It refers to the willingness to help customers and offer prompt service [55]. With increasing service robots deployed to replace human personnel to delivery services, this dimension also matters in r-services, affecting consumer satisfaction and loyalty [24], service expectations [59], overall service quality [13], [32], [36], and intention to use [11], [37].…”

“…Instruments for r-service quality measurement have to vary and are contingent on specific service industries and service types. In general, dimensions of r-service quality in the reviewed studies, except for the common dimensions mentioned above, can be subdivided into three categories: i) robot-related component, such as sociability [36], social attraction [36], autonomy [70], safety [70], animacy [69], likability [69], imitation [70], and benevolence [43]; ii) functional component, such as understanding [43], performance efficacy [3], interactivity [11][31], and scalability [70]; iii) consumer-related component, such as perceived safety [69], entertainment [11], and enjoyment [25]. Note that the common dimensions could be utilized as a starting point for instrument development of r-service quality.…”

“…Concretely, reliability and assurance, both prominent in the offline context of human service, are as top priorities of r-service quality [13]. The other three SERVQUAL dimensionstangibility, responsiveness, and empathyare also reported in several studies of rservice quality, e.g., [11], [13], [36]. However, mixed results exist in the reviewed literature.…”