The importance of information quality according to the type of employee in the airline industry: Robot versus human

摘要

This study was designed to understand how information quality (IQ) affects its outcome variables with the moderating role of the employee type, which included robots and humans. There are seven constructs, which include intrinsic IQ, contextual IQ, representational IQ, accessibility IQ, overall service, airport image, and intention to use, used in this study, and the data was collected from 312 people who received information via service robots and from 318 people who received information from human staff by using online surveys in Korea. This study used the Amos program, which included conducting the confirmatory factor analysis and structural equation modeling. As results, the four sub-dimensions of IQ positively affect overall service quality. In addition, overall service quality has a positive influence on airport image and intention to use. Lastly, the moderating role of the employee type in the relationship between accessibility IQ and overall service quality was identified.