THE ACCEPTANCE AND POTENTIAL OF USING ROBOTICS TO PROVIDE A SERVICE TO HOTEL’S GUESTS

Abstract

Due to how the Covid-19 pandemic has impacted consumers, they now prioritize safety and avoiding the infection. In order to minimize the propagation of the virus, robot service should be utilized to provide a contactless service. This study aims to investigate Covid-19's influence on the hospitality sector as well as consumer acceptance of robots providing service to customers. In order to do the research, quantitative research has been applied to this paper to collect the data from the samples regarding their perspective toward robot service in the hotel industry. This research has gathered 156 respondents that can be used to find the acceptance of robot service in hotels. The SPSS program was used to analyze the data from the questionnaire and perform frequency analysis, factor analysis, cross tabulation, and multiple regression analysis. The factor analysis has demonstrated 3 components which are Interactive Experience, Hygiene & Safety, and Speed. However, there are 2 factors that customers are concerned about the intention to use robot service in hotels are Interactive Experience and Hygiene & Safety.