Employees’ attitudes towards implementing robotic process automation technology at service companies

Robotic Process Automation (RPA) technology emerged as an innovative solution that supports the maintenance of operational processes and ensures business continuity, especially during the coronavirus pandemic. A survey was conducted for the purposes of this study. The main objective of the survey was to identify employees’ attitudes towards RPA implementation in Polish service companies. The attitudes related to their involvement in the design and implementation of RPA solutions and their awareness of the fact that performing repetitive tasks is inefficient were scored the highest. The surveyed managers were of the opinion that employees waste time because they are occupied rewriting data between systems instead of developing the company, so they should be transferred to doing more complex and value-added work. Moreover, the involved statistical analyses also considered the correlations between employees’ attitudes and determinants of RPA adoption.