EVALUATING THE ROLE OF ROBOTICS TECHNOLOGY IN ENHANCING GUEST SATISFACTION IN HOTELS ACROSS SOUTH-EAST NIGERIA

Abstract

This study examined the influence robotics technology on guest satisfaction in hotels in south-east Nigeria. The objectives of the study was to examine the influences that robotics technology has on guest satisfaction in hotels the Southeast region of Nigeria. The study employed a descriptive survey research design. The population of the study is an infinite population and the sample size of three hundred and eighty-four (384). The instrument for data collection was a 4-point Likert scale questionnaire. The data collected was analyzed using multiple regression Analysis. The findings of the study discovered that the use of robotics technology affect guest satisfaction, providing personalized services in areas such as room services, concierge and also aiding language translation and interpretation in hotels in south-east Nigeria. The finding also showed negative influences that the use of robotics in hotels makes guests feel uneasy and uncomfortable and the use of robotics will lead to job displacement in many areas in hotels in the south eastern Nigeria. The study suggests there should be striking a balance between automation and human interaction, ensuring that robots complement rather than replace human staff in delivering personalized and empathetic service in Hotels.