CUSTOMERSATISFACTIONANDSERVICE QUALITY IN FIVE-STAR HOTELS WITH SERVICE ROBOTS

Abstract

The findings elucidate that that guests in male category, having joint family, in 31-40 years of age and holding post-graduation are having higher degree of Customer Satisfaction and Service Quality in Five-Star Hotels with Service Robots. Benefits, drawbacks and personal experience are dimensions of Customer Satisfaction and Service Quality in Five-Star Hotels with Service Robots. Benefits and personal experience are positively and significantly influencing, while, drawbacks is negatively and significantly influencing overall Customer Satisfaction and Service Quality in Five-Star Hotels with Service Robots.