Document Types
Paper Presentation
School Code
N/A
School Name
Saint Louis School of Pacdal Inc.
Research Advisor (Last Name, First Name, Middle Initial)
Bannawi, Aubrae Frances E.
Abstract/Executive Summary
This study investigates the perceptions and preferences of Generation Y and Z regarding service robots in restaurants and their perceived benefits. Service robots are autonomous technologies operating without human intervention and have garnered acclaim in other countries for their potential to improve sales and customer satisfaction, particularly amidst the challenges posed by the COVID-19 pandemic. The evolution of technology has further facilitated improvements in robotic capabilities. Thus, service robots are anticipated to exert diverse and significant impacts on customer satisfaction. Employing a quantitative approach, this research utilizes weighted mean and t-tests, to derive its results. Data were gathered through a checklist questionnaire administered to 400 respondents at the Otek Branch of GoodTaste. The findings reveal a notable level of satisfaction among both Generation Y and Generation Z with robotic servers, suggesting their effectiveness in enhancing the dining experience for these demographics. However, a notable disparity in satisfaction levels emerges between Generation Y and Z, with the younger demographic expressing higher satisfaction, possibly indicating resistance among older individuals to interact with robotic servers. Consequently, the study advocates for the integration of robotic services in restaurants, recognizing their potential to enhance customer experiences and cater to the preferences of younger generations.
Keywords
Generation Y; Generation Z; level of satisfaction; robotic service; customer satisfaction
Start Date
13-6-2024 10:30 AM
End Date
13-6-2024 12:00 PM
Research Theme (for Paper Presentation and Poster Presentation submissions only)
Computer and Software Technology, and Robotics (CSR)
Initial Consent for Publication
yes
Statement of Originality
yes
The Customer Satisfaction on the Implementation of Robots in Business Enterprises in Baguio City
This study investigates the perceptions and preferences of Generation Y and Z regarding service robots in restaurants and their perceived benefits. Service robots are autonomous technologies operating without human intervention and have garnered acclaim in other countries for their potential to improve sales and customer satisfaction, particularly amidst the challenges posed by the COVID-19 pandemic. The evolution of technology has further facilitated improvements in robotic capabilities. Thus, service robots are anticipated to exert diverse and significant impacts on customer satisfaction. Employing a quantitative approach, this research utilizes weighted mean and t-tests, to derive its results. Data were gathered through a checklist questionnaire administered to 400 respondents at the Otek Branch of GoodTaste. The findings reveal a notable level of satisfaction among both Generation Y and Generation Z with robotic servers, suggesting their effectiveness in enhancing the dining experience for these demographics. However, a notable disparity in satisfaction levels emerges between Generation Y and Z, with the younger demographic expressing higher satisfaction, possibly indicating resistance among older individuals to interact with robotic servers. Consequently, the study advocates for the integration of robotic services in restaurants, recognizing their potential to enhance customer experiences and cater to the preferences of younger generations.
