The Impact of Service Robots on Guest Satisfaction in Generation Z

摘要

The adoption of service robots has been increased, particularly in the hospitality industry. This study aimed to examine the influence of service robots on guest satisfaction, focusing on Generation Z. This study employed an online questionnaire to gather data from Generation Z residing in Jakarta. The poll was disseminated between October 2023 and December 2023. The data was collected using convenience sampling as the methodology. The survey was published on several social media platforms. A total of 210 participants took part in this study, the analysis technique method was SEM (structural equation modelling), and the data was processed with SmartPLS. Furthermore, this study demonstrated that the presence of a service robot positively influences the level of guest satisfaction. The outcome of this research is anticipated to provide valuable understanding of service robots, particularly for hotels located in Jakarta.