Effects of Roboticization in the Accommodation Industry on Customer Satisfaction and Repurchase Intention for Hotel Guests

Abstract

One of the management issues facing the lodging industry is the shortage of employees. Another issue that has emerged is the inability to provide multilingual support for the increasing number of foreign visitors to Japan. As one way to solve these problems, some hotels have actively introduced robots in recent years. However, in the lodging industry, which is positioned as a hospitality industry, how does the provision of services by robots instead of people affect customer satisfaction and repurchase intentions of hotel guests? In this study, we conducted a questionnaire survey of “Henna Hotel,” a hotel specializing in accommodation that is promoting roboticization. As a result, it was confirmed that service provided by service robots affects customer satisfaction, but does not affect their repurchase intention.