How Can Hospitality Industry Improve Customer Satisfaction by Determining the Relevant Degree of Robot Staff Implementation?

Abstract

This study tackled the issues with service robots in hospitality industry and how to leverage robotic technology effectively. The implementation of robots in the hospitality industry was pushed to the boundary; however, customer satisfaction did not improve much as people still complain about the lengthy check-in process, the confusing communication, and other common complaints; there are more associated issues, such as underwhelming welcome, robots do not understand a specific accent, robots run out of battery, robots struggle to understand guests’ requests. Another issue was that some guests were uncomfortable with being served by service robots. The study aimed to determine the relevant degree of robotic staff implementation in the hospitality industry to improve customer satisfaction. For the empirical analysis, the data are coming from the given-out survey, including people who work at the hotel and people who do not work at the hotel, to gather comprehensive opinions from people with diversified occupancy. The study conducted a multiple-choice survey and a short answer question to leave them blank for people who want to express their feelings for service robots.