Users behavioral intentions in adoption of AI-enabled robotic waiter services

Haque, A. K. M. Ahasanul and Maruf, Tarekol Islam and Akther, Naznin and Kabir, Sardar Md Humayun and Anis, Zohurul (2025) Users behavioral intentions in adoption of AI-enabled robotic waiter services. Journal of Dalian University of Technology, 32 (7). pp. 1-21. ISSN 1000-8608

PDF - Published Version Restricted to Repository staff only Download (542kB) | Request a copy

Abstract

ABSTRACT This research investigates the determinants affecting the implementation of AI-powered robotic waiter services in Malaysian dining establishments. The study uses the Technology Acceptance Model (TAM) and the Service Robot Acceptance Model (sRAM) to combine practical factors (how useful and easy the service is), emotional factors (trust, how humanlike it seems, and safety), and relationship factors (perceived risk and attitude). A quantitative cross-sectional survey was executed among restaurant patrons in Klang Valley with a standardized questionnaire, yielding 300 responses. Researchers utilized Structural Equation Modelling (PLS-SEM) to determine the validity of the proposed correlations and mediation effects. The results demonstrate that perceived humanness, perceived safety, trust (through perceived simplicity of use), and attitude substantially affect the propensity to utilize robotic waiter services. Conversely, perceived risk exerts a detrimental influence. The findings demonstrate that emotional and relational variables are as crucial as functionality in promoting client acceptance of service robots within the hotel industry.

Item Type:	Article (Journal)
Uncontrolled Keywords:	Keywords: AI-enabled robotic waiters, Use of Artificial Intelligence, Service Robot Acceptance Model (sRAM), Customer intention.
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Business Administration Kulliyyah of Economics and Management Sciences
Depositing User:	Prof. Dr Ahasanul Haque
Date Deposited:	06 Nov 2025 15:18
Last Modified:	06 Nov 2025 15:18
URI:	http://irep.iium.edu.my/id/eprint/124178

Actions (login required)

View Item