Teknoloji Kullanımına Yönelik Tutumun Otellerde Robot Kabul Edilebilirliği Üzerine Etkisi

Öz

Robotların gün geçtikçe popüler hale geldiği bu çağda artık otelcilik sektöründe de insan çalışanlar yerine hizmet robotları yer almaya başlamıştır. Bu kapsamda çalışmanın amacı, otel müşterilerinin teknoloji kullanımına yönelik tutumlarının otellerde robot kullanımının kabul edilebilirliği üzerine etkisini belirlemektir. Veriler, anket formu aracılığıyla 401 kişiden çevrimiçi olarak toplanmıştır. Elde edilen bulgular neticesinde, katılımcıların büyük çoğunluğunun akıllı cep telefonuna sahip olduğu, telefonlarında internet paketlerinin bulunduğu, çevrimiçi alışveriş yaptıkları, çevrimiçi bankacılık işlemlerini kullandıkları ve internetten bilet satın aldıkları tespit edilmiştir. Ayrıca, araştırmada kurulan hipotezler yapısal eşitlik modellemesi kapsamında oluşturulan yol analizi kapsamında değerlendirilmiştir. Elde edilen bulgulara göre, daha önce otelde konaklamış müşterilerin teknoloji kullanımına yönelik tutumları, resepsiyonda (0,221; p<0,001), F&B departmanında (0,207; p<0,001), kat hizmetlerinde (0,222; p<0,001) ve ek hizmetlerde (0,194; p<0,001) robotların kabul edilebilirliği üzerine anlamlı ve pozitif bir etkiye sahiptir. Yol katsayılarına göre en yüksek etki kat hizmetlerinde, en düşük etki ise ek hizmetler departmanında gözlenmiştir.

Anahtar Kelimeler

• Akıllı Turizm
• Hizmet Robotları
• Otellerde Robot Kullanımı
• Turizm ve Teknoloji

The Impact of Attitude Towards Technology Use on Robot Acceptability in Hotels

Öz

Inthisera, whenrobotsarebecoming popular daybyday, service robotshavestartedtotakeplace in the hotel industryinstead of humanemployees. Inthiscontext, theaim of thestudy is todeterminetheimpact of hotel customers' attitudestowardstechnologyuse on theacceptability of robot use in hotels. Thedatawerecollected online from 401 peoplethrough a survey. Accordingtothedata, it has beendeterminedthatthevastmajority of theparticipantshave a smart mobile phone, theyhave internet packages on theirphones, theyshop online, theyuse online bankingtransactionsandtheypurchasetickets online. Besides, thehypothesesestablished in thestudywereevaluatedwithinthescope of thepathanalysisusingstructuralequationmodeling. Accordingtothefindings, theattitudes of customerswhohavepreviouslystayed at a hotel towardstechnologyusewerefound in thereception (0.221; p<0.001), F&B department (0.207; p<0.001), housekeeping (0.222; p<0.001) andadditionalservices (0.194; p). <0.001)havesignificantandpositiveeffects on theacceptability of robots. Accordingtothepathcoefficients, thehighesteffectwasobserved in thehousekeepingservices, andthelowesteffectwasobserved in theadditionalservicesdepartment.

Anahtar Kelimeler

• Akıllı Turizm
• Hizmet Robotları
• Otellerde Robot Kullanımı
• Turizm ve Teknoloji

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