스마트 공항의 정보안내 서비스품질에 관한 연구:인천국제공항 안내로봇 '에어스타'를 중심으로

초록

Purpose – The 4th Industrial Revolution has bee leading a change in the service industry and consumer market structures, based on ICTs such as robot technology, big data, artificial intelligence, and the IoT(Internet of Things). This study was to examine the relationship among e-service quality, attitude, service satisfaction, and behavioral intention on Incheon International Airport's guide robot 'Air Star'. Design, data, and methodology –The online survey was conducted, and a total of 270 questionnaires were distributed online. And then 243 questionnaires were used for the final analysis. After verifying the reliability and feasibility of the research model, the structural relationship of the research model was analyzed. Result – The study results showed statistically significant results for the 5 paths(ease of information acquisition → attitude; functionality → attitude; interest → attitude; attitude → service satisfaction; and service satisfaction → behavioral intention), excluding ‘attitude → behavioral intention’. Conclusions –The results of this study provides strategic and practical information that can maximize customer satisfaction by utilizing ICTs and smart technologies.

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