Robotization in hotels : hotel guests’ attitudes towards the use of robots in hotel services

Abstract

This thesis investigated the impact of robotization on the hospitality industry, focusing on operational efficiency, customer experience, and technology acceptance. The thesis is aimed to identify how robotic services influence hotel operations and guest satisfaction, with objectives including the evaluation of operational benefits, guest perceptions, and the influences driving technology acceptance among hotel visitors. Employing a quantitative methodology, the research utilized a structured questionnaire distributed to hotel guests with different levels of experiences of robotic services in hotels. The analysis was conducted using statistical tools to examine responses related to perceived usefulness and ease of use of robotic services. The results showed that although robotization is seen as improving operational efficiency, its impact on customer experience is complex. This thesis emphasizes the need for a strategic approach to integrating robotic technologies, referring to the importance of operational efficiency and customer expectations in promoting a positive perception and acceptance of robotic services in the hotel industry. In summary, the thesis highlights how robotization may revolutionize hotel operations and guest services, but also how carefully integrating robotic technology must be done. It implies that to promote a favorable view and acceptance of robotic services in the hotel industry, it is critical to address both operational efficiency and guest expectations.