基于层次分析法的酒店服务机器人对顾客满意度的影响因素研究

Research on Influencing Factors of Hotel Service Robot on Customer Satisfaction Based on Analytic Hierarchy Process

在人工智能背景下,越来越多的酒店开始使用服务机器人。一方面,服务机器人能为酒店提升运营效率,降低人工成本;另一方面,也是为了满足疫情常态化下酒店提供“无接触”服务的迫切需要。然而,酒店业的服务属性决定了其智能转型的成功与否最终还是要取决于顾客满意度。本文以文献研究和专家调查法为基础,构建了顾客对酒店服务机器人满意度评价体系,并运用层次分析法对该体系中的四个维度和12项影响因子进行权重计算和排序,明确了现阶段服务机器人在个人信息安全、服务准确性和操作安全性这三大方面对酒店顾客满意度影响最大,以期为酒店研发和有效使用机器人提供一定的参考。

Under the background of artificial intelligence, more and more hotels begin to use service robots.On the one hand, the service robot can improve the operation efficiency and reduce the labor cost for the hotel;on the other hand, it is also to meet the urgent need for hotels to provide contactless services in the epidemic.However, the service attribute of the hotel industry determines the success of its intelligent transformation, which ultimately depends on customer satisfaction. Based on literature research and expert investigation, this paper constructs a customer satisfaction evaluation system for hotel service robot, calculates and ranks the weight of four dimensions and 12 influencing factors in the system by using analytic hierarchy process, and the result shows that service robots have the greatest impact on hotel customer satisfaction in personal information security,service accuracy and operation safety, which can provide some reference value for Hotel R & D and effective use of robots.