Examining the Role of Technology Readiness in Service Robot Adoption: Impact of Perceived Service Quality, Guest Expectations, and Perceived Value on Satisfaction and Loyalty in Wuhan's Hospitality Industry
List of Authors
Chen ZeYu, Feng Weihe, Johanudin Lahap, Xie Lu
Keyword
Service Quality, Technology Readiness Level (TRL), Hospitality Industry, Wuhan, SERVQUAL, ACSI, TRI
Abstract
The research analyzes how service technology affects combined hospitality service quality while generating customer satisfaction leading to loyalty behavior among Wuhan, China-based hospitality operators. The present work explores how service quality perceptions interact with technology expectations and assessment values for customer satisfaction through SERVQUAL ACSI TRI modelling analysis and focuses on Technology Readiness Level as a potential moderator. The combination of service robots and AI-powered systems leads to improved service quality because they provide dependable and fast service with better empathy functions that drive stronger customer satisfaction. Tech-ready customers show higher satisfaction with technology because the TRL ratings of these solutions determine the extent of their approval. Service providers need to create tailored technology integration plans to meet clients who have varying requirements according to research. This study presents essential conclusions that aid hospitality business managers when they use technology to boost customer satisfaction together with market loyalty in their competitive field.