THE IMPACT OF ROBOTS AND ARTIFICIAL INTELLIGENCE ON SERVICE QUALITY MANAGEMENT AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS

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Anzhela GRYLITSKA

Abstract

This study has explored the significant impact of robots and artificial intelligence (AI) on service quality management and customer satisfaction in the restaurant business. The findings highlight the potential of these technologies to enhance operational efficiency, consistency, and overall service delivery. Robots and AI have proven to reduce operational costs, streamline processes, and speed up service, leading to improved customer experiences in many cases. However, the integration of automation into the restaurant industry also presents challenges, particularly in balancing technological innovation with the need for personalized customer interactions. While many customers appreciate the convenience and novelty offered by robotic servers and AI-driven systems, some still value human touch and personalized service, indicating a gap in customer expectations. Therefore, the successful implementation of robots and AI in the restaurant business requires careful consideration of customer preferences and maintaining a balance between automation and human involvement in service delivery. Furthermore, the study reveals that the high initial investment, maintenance costs, and the need for continuous staff training remain significant obstacles for many restaurants, especially for small and medium-sized businesses. Despite these challenges, the long-term benefits of improving service quality and customer satisfaction may outweigh the costs for establishments that effectively integrate these technologies. In conclusion, the research underscores the importance of a strategic approach to integrating robots and AI in the restaurant industry. Restaurants that combine technological advancements with a customer-centric approach are more likely to succeed in enhancing service quality, increasing customer satisfaction, and staying competitive in an increasingly digital world.

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