SWOT Analysis of Customer Perceptions Towards AI Robot Services in Bangkok Restaurants

Abstract

The study's objectives are to (1) understand customer perceptions of AI Robot services in Bangkok's restaurants, (2) perform a SWOT analysis on the use of AI Robots in the restaurant service context, and (3) draw insights and recommendations for restaurant operators and policymakers on the adoption and implementation of AI Robot services.According to the service quality and technology acceptance model (TAM), consumers' happiness with AI Robot services depends on their views of quality, simplicity, and usefulness.Qualitative semi-structured interviews were conducted with a convenience sample of Bangkok restaurant 8 customers who employed AI Robot services, 4 service staffs, and 3 restaurant's supervisors, totaling 15 persons.After thematic analysis, a SWOT analysis made sense of the data.The study discovered a variety of client reactions to AI robot services.It has been shown that some customers prefer the ease and novelty, but others miss the human interaction of conventional waiters.SWOT analysis revealed possibilities like efficiency and distinctiveness, weaknesses like technology faults, and threats like dehumanization of the service experience.Restaurant owners and policymakers learn about the effects of AI robots in the service industry.It emphasizes the importance of humanizing the hospitality business as technology advances.This study adds to the literature by examining customers' perceptions regarding AI Robot services at restaurants in a major Asian metropolis using a SWOT analysis.