Advisers

Dana Rae B. Boatis, LPT

Discipline

Hospitality Management

Abstract

This study investigated the effectiveness of integrating robotic and human service modalities in a casual dining restaurant in Quezon City. The primary aim is to evaluate customer perceptions of efficiency, accuracy, convenience, and overall satisfaction with each service approach. A descriptive research design was employed, collecting data from 50 guests at Tokyo Grill, a local restaurant known for using robotic servers alongside human staff. Customer perceptions were assessed to compare the strengths and limitations of each service type. Results indicated that while customers generally found both robotic and human services efficient, accurate, and convenient, human personnel consistently received higher evaluations. Specifically, human staff excelled in minimizing wait times, ensuring order accuracy, and enhancing overall customer satisfaction. Robotic servers were noted for their novelty and consistency, but operational challenges such as obstacle avoidance issues, limited accessibility, and restricted customer interaction negatively impacted the service experience. Statistical analysis revealed a significant positive correlation between perceived efficiency, accuracy, convenience, and customer satisfaction, regardless of the service provider (robot or human). This underscores the importance of service quality dimensions in driving customer satisfaction. The study concluded that a hybrid service model, where robotic systems support human employees, is the most effective strategy for optimizing customer satisfaction and operational efficiency in Quezon City’s casual dining sector. Recommendations include improving robotic navigation and accessibility, enhancing coordination between human and robotic services, and maintaining high standards of human service quality. These findings provide valuable insights for restaurant owners, managers, and policymakers seeking to improve service delivery in culturally nuanced dining environments.

Keywords

service quality, customer satisfaction, Efficiency, convenience, customer perception, quezon city, robotic service, human service, hybrid service model, accuracy, casual dining