A Study on the Impact of Quality Perception and Innovativeness of Cleaning Robot Users on Perceived Usefulness and Repurchase Intention

Abstract

The production of cleaning robots is increasing annually in spite of customer dissatisfaction. Most previous studies on cleaning robots focused on initial acceptance. This paper examined the factors on repurchase intention of cleaning robot on the basis of the theory on post adoption behavior of new technology. The Expectation-Confirmation Model in IS was adopted in this paper as the theoretical background. The results suggested that the perceived usefulness of the cleaning robot was determined by subjective norms, product quality and confirmation between expectations before and experiences after using it. It also found that user satisfaction was determined by the perceived usefulness and the confirmation. Finally the satisfaction impacted the users’ repurchase intention. All the hypothesized paths were moderated by the individual innovativeness of the users.