Investigating User Experience of HRI in the Context of a Realistic Retail Scenario - The Influence of Consumer Age on the Evaluation of a Humanoid Service Robot

Authors

  • Tom Ferber University of Applied Sciences Bonn-Rhein-Sieg, Germany
  • Daryoush Vaziri University of Applied Sciences Bonn-Rhein-Sieg, Germany

Keywords:

Retail, Age, User Experience, Human Robot Interaction, Service Robots, Consumer Satisfaction

Abstract

The fields of humanoid service robotics and human-robot interaction are interdisciplinary domains that are increasingly gaining momentum in practice and academia. However, as it is a relatively new area of interest in retail contexts, there are unanswered questions and challenges. The aim of this study is to (1) investigate and evaluate the user experience and satisfaction of consumers in human-robot interactions in a retail scenario and (2) analyze the interaction between consumers’ age and satisfaction with their user experience with humanoid service robots. For this purpose, quantitative data was collected using a questionnaire filled out by customers of a shopping mall after they had interacted with a social robot of the model ‘Pepper’. Collected data was analyzed by using descriptive statistical analysis. The results suggest that consumers tend to evaluate their interaction experience positively and satisfactorily. In addition, age was found to have a significant impact on consumers' satisfaction with the robot, with younger participants tending to be more satisfied with the interaction than more senior ones. These results may have implications for the design of service robots and how innovative customer journeys may improve the attractiveness and satisfaction of retail shopping for consumers in different age groups.

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Published

2024-05-08

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Vol. 37 No. 1 (2024): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

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Special Issue: Senior Consumers and CS/D&CB. Editors: Norbert Meiners and George W. Leeson.

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