An Assessment of the Hotel Customers’ Robotic Service Quality Perceptions: Scale Development and Validation

Abstract

Hotel customers\u27 interactions with service robots are becoming increasingly common, raising questions about how these interactions impact their experience. To address this gap in knowledge, this dissertation develops and validates a novel robotic service quality (ROBOQUAL) scale. Drawing on social exchange theory, the study examines the reciprocal relationship between hotel customers and artificially intelligent service robots, exploring how robotic service quality influences customers\u27 perceptions of experience quality, satisfaction, and word-of-mouth intentions. The research employs focus-group studies, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and partial least squares equation modeling (PLS-SEM) to develop and validate the ROBOQUAL scale