With rapid advances in technologies, especially in artificial intelligence, smart sensors, big data analytics, and robotics, the service industry began introducing robots to perform a variety of functions. While the main purpose of deploying robots has been productivity improvement, the current COVID-19 pandemic has brought more urgent purpose, providing contactless service for social distancing. This study explores the service quality provided by robots based on real data in a hotel setting. A sample of 201 guests provided their expected service quality by robots and the actual performance experience after the service. We analyzed this relationship using importance performance analysis (IPA) and the Technique for Order Preference by Similarity to an Ideal Solution (TOPSIS). The results revealed that customers’ top priorities for robots’ service quality are assurance and reliability, while tangible and empathy were not as important. Customers were not satisfied with robots’ responsiveness, but this construct was found to be a low priority.

中文翻译：

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服务机器人对服务质量的影响

随着技术的飞速发展，特别是在人工智能，智能传感器，大数据分析和机器人技术方面，服务行业开始引入机器人来执行各种功能。部署机器人的主要目的是提高生产力，而当前的COVID-19大流行带来了更紧迫的目的，为社交疏远提供了非接触式服务。这项研究基于酒店环境中的真实数据探索了机器人提供的服务质量。201位客人的样本通过机器人提供了他们期望的服务质量以及服务后的实际表演经验。我们使用重要性绩效分析（IPA）和“与理想解决方案相似的订单偏好技术”（TOPSIS）分析了这种关系。结果表明，客户对机器人服务质量的重中之重是保证和可靠性，而有形和同理心并不那么重要。客户对机器人的响应能力不满意，但是发现这种结构的优先级较低。