Konaklama İşletmelerinde Robotlar: Avantajlar ve Dezavantajlar

Abstract

The primary aim of this study is to examine tourists' attitudes towards the use of robots in hotel services and to explore the main factors influencing these attitudes.The research analyzes the effects of perceptions related to robots' social skills, perceived advantages and disadvantages, and prior experiences with service robots on tourists' attitudes.Additionally, the influence of demographic variables such as gender, age, education level, and prior exposure to robot services is also evaluated.A quantitative research design was adopted, and data were collected through a structured questionnaire.A total of 375 valid responses were obtained from domestic tourists staying in hotel establishments in Denizli, Trkiye.The data were analyzed using frequency distribution, reliability tests, factor analysis, t-tests, ANOVA, correlation, and multiple regression analyses.The findings reveal that tourists' attitudes are significantly shaped by the perceived advantages, social capabilities, and prior experiences with robots.While positive attitudes were observed towards robot use in front office and housekeeping services, attitudes towards food and beverage services were found to be more neutral or negative.Statistically significant differences in attitudes were also found based on demographic variables.In conclusion, for the successful integration of robotic technologies into the hospitality sector, it is essential to understand the factors shaping tourists' attitudes and to evaluate service types, customer expectations, and human-robot interaction in an integrated manner.It is recommended that technological advancements be harmonized with a human-centered service approach to ensure balanced implementation.