The Acceptance of Customer Towards Service Robots in Restaurants

Abstract

The purpose of this thesis is to examine the readiness of customers towards service robots in restaurants. Problems faced by customers who are not satisfied with service robots in restaurants such as the issue of not being familiar with service robots and feeling uncomfortable engaging with them. The other issue is that service robot interactions' emotional and functional components may affect consumers and significantly impact their experiences and performances. However, the use of robot service in restaurant help to reduce physical contact between staff and customers due to the pandemic Covid-19 cases right now. Through the use of the quantitative method, this research focuses on Technology readiness, Perceived ease of use, Perceived Usefulness, and Readiness of Customers for service quality of robot service restaurants. A literature review was conducted to identify information on independent and dependent variables. Furthermore, this study's main objective is to identify customer readiness towards service robots in restaurants. The response of this study was a total of 119 respondents. The results show that Technology readiness, Perceived ease of use, Perceived usefulness, and Readiness of customer affect customer satisfaction. The three independent variables of this research had a positive relationship. In conclusion, it is important to maintain the quality of services to customers to make them continue to enjoy the experiences and give them a sense of satisfaction while using the service robots in restaurants.