레스토랑의 서빙로봇 속성 평가에 따른 고객 세분화

This study was initiated in line with the development of artificial intelligence technology and the reality that non-contact services are preferred. This study analyzed serving robots’ attributes that would coexist with human life and conducted customer segmentation accordingly. A final analysis was conducted on 294 customers who had experience using serving robots atrestaurants. This study employed frequency analysis, descriptive statistical analysis, reliability analysis, exploratory factor analysis, cluster analysis, ANOVA, Scheffe test, and cross-analysis using the SPSS program. The results of the study are as follows; first, the attributes of serving robots were verified by anthropomorphism, animacy, likeability, intelligence, and safety. Second, a cluster analysis was performed based on the verified attributes, resulting inthree clusters. Cluster1 was divided into the ‘high-evaluation’ group, Cluster2 into the ‘medium-evaluation’ group, and Cluster3 into the ‘low-evaluation’ group. Third, among all samples, the ratio of the ‘high-evaluation’ group was the lowest, and the ratio of men was significantly higher in the ‘high-evaluation’ group. Age showed an even distribution in the case of the ‘high-evaluation’ group, while the ratio of samples in their 30s was high in the case of the ‘medium-evaluation’ and ‘low-evaluation’ groups. It was analyzed that the ‘high-eval- uation’ group had the highest percentage of customers with the highest monthly income, and also used serv- ing robots with high frequency. However, differences among groups according to marital status, education level, occupation, residential area, and restaurant type have not been identified. Although this study provides various theoretical and practical implications, it also has several limitations.