Investigating customer acceptance and usage intention of robot services in restaurants: integration of UTAUT2 and trust with age generation as a moderator.

In the endemic era, the success of robot services in Malaysian restaurants was closely linked to public opinion and acceptance. Therefore, understanding customer attitudes, concerns, and preferences regarding this technology was essential for its seamless integration. Key factors influencing customer satisfaction included the reliability and efficiency of robots, as well as their ability to provide a personalized and human-like dining experience. Robot service played a crucial role in helping Malaysia's restaurant industry adapt to the challenges posed by the endemic situation. This technology-driven approach had the potential to revolutionize restaurant operations and reshape customer expectations in the post-pandemic world by prioritizing dining safety and addressing public health concerns. The empirical findings of this study provided insights into customer acceptance, behavior, and usage of robot services in restaurants, using the Unified Theory of Acceptance and Use of Technology (UTAUT2) as the theoretical framework. A quantitative research methodology was adopted, utilizing a questionnaire as the primary data collection tool, with a cross-sectional time horizon. The collected data were analyzed using descriptive statistics, and Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed to test the research hypotheses and develop the model. Additionally, multivariate analysis was conducted to examine technology usage across different age groups, offering comprehensive insights into the evolving landscape of restaurant services in the endemic era.