Robot Acceptance and Service Quality in Food Delivery: An Expanded TAM-based Study

This study aimed to identify determinants of customer acceptance regarding services provided by autonomous delivery robots. It proposes an integrative model that combines the technology acceptance model (TAM) with aspects of service quality (SQ), user satisfaction, and personal innovativeness. Therefore, this study’s unique approach lies in integrating multiple theoretical frameworks–SERVQUAL, TAM, and user satisfaction models–to provide a holistic understanding of the determinants of food delivery robot service (FDRS) acceptance, which has not been extensively explored in previous research. Analyzing data from 1181 actual users from the United States, the investigation employed structural equation modeling to find that SQ positively affects TAM determinants, which, in turn, influence user satisfaction. This study provided evidence that FDRS adoption is significantly influenced by SQ, which shapes user perceptions and societal attitudes toward FDRS. Furthermore, the results revealed that personal innovativeness not only directly influences user satisfaction but also moderates the relationship between perceived usefulness and user satisfaction.