scholarly journals THE IMPACTS OF ROBOTS AND ARTIFICIAL INTELLIGENCE ON SERVICE QUALITY IN THE HOTEL INDUSTRY

2020 ◽  
Vol 3 (2) ◽  
pp. 163-170
Author(s):  
Suzana Marković ◽  
Sanja Raspor Janković ◽  
Vedran Zubović
Keyword(s):  
Artificial Intelligence ◽  
Service Quality ◽  
Customer Service ◽  
Hotel Industry ◽  
Service Operations ◽  
Service Robots ◽  
High Tech ◽  
Extensive Literature ◽  
Technological Characteristics ◽  
Wide Range

Service robots and artificial intelligence promise to improve the service quality. Robotics in combination with rapidly improving technologies like artificial intelligence, bring opportunities for a wide range of innovations that have the potential to change service quality in hotel industry. Based on an extensive literature review, this article presents the acceptance of service robots in hotel industry. The paper acknowledges that the adoption of the robots and artificial intelligence on service quality is focused on the challenges of technological characteristics, customers’ readiness and practical effectiveness of the business. The study provides a comprehensive and systematic review of robots and AI concepts in a hotel industry and examines their impacts on service quality. The hotel industry future is going to be affected with high-tech tourism companies offering robot-automated services which rely on guidance to adopt and integrate robotics into their customer service operations.

Promoting Service Quality and Customer Satisfaction in Global Business

2016 ◽  
pp. 247-276 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Entrepreneurial Success ◽  
Global Business ◽  
Customer Expectations ◽  
Wide Range ◽  
Excellent Service ◽  
Strategic Goals

This chapter explains the overviews of customer service, service quality, and customer satisfaction; the significance of service quality in global business; and the significance of customer satisfaction in global business. Customer service is the significant element required for a successful business. Knowing customer expectations and delivering excellent service quality can considerably promote the entrepreneurial success and business growth. Gaining high levels of customer satisfaction is very important to business because satisfied customers are most likely to be loyal and to make repeat orders and to utilize a wide range of services offered by business. High service quality effectively promotes customer satisfaction and customer satisfaction has a positive relationship with business revenue. The chapter argues that promoting service quality and customer satisfaction has the potential to enhance organizational performance and reach strategic goals in global business.

Achieving customer loyalty through service excellence in internet industry

2014 ◽  
Vol 6 (4) ◽  
pp. 274-289 ◽  
Author(s):  
Paramaporn Thaichon ◽  
Antonio Lobo ◽  
Ann Mitsis
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Providers ◽  
Influential Factors ◽  
Information Support ◽  
High Tech ◽  
Internet Service ◽  
Content Type ◽  
Internet Industry ◽  
Service Information

Purpose – This paper aims to investigate the antecedents to attitudinal and behavioural loyalty of customers of Internet service providers (ISPs). In addition, this study endeavours to identify the relationship between overall service quality and cognitive as well as affective evaluations of customers. An assessment of service quality dimensions is also included to fill the void of research on modelling service quality in high tech services. Design/methodology/approach – The paper reviews the most cited articles on the topic published in academic journals with a view to identify dimensions that customers use to evaluate the quality of a service providers, and to determine loyalty formation through customer cognitive and affective evaluations in Internet industry. Findings – The exogenous constructs of the conceptual model include influential factors such as network quality, customer service, information support and security which make up the perception of overall service quality. The endogenous constructs include cognitive and affective determinants such as customers’ trust, satisfaction, commitment, value and resultants – attitudinal loyalty and behavioural loyalty. Originality/value – The study proposes that by enhancing service quality, firms can influence customers’ satisfaction, trust, commitment and value, and ultimately loyalty, which are critical for an ISP’s success and long-term sustainability. Moreover, applying the findings of this study, ISPs can strategise in making customers more central in their day to day operations, which would create competitive advantage for the companies.

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

2019 ◽  
pp. 109467051987888 ◽  
Author(s):  
Li Xiao ◽  
V. Kumar
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Operations ◽  
Customer Engagement ◽  
Service Characteristics ◽  
Customer Acceptance ◽  
Business To Consumer ◽  
Antecedents And Consequences ◽  
Long Term Performance ◽  
Term Performance

We propose a conceptual framework that includes the antecedents and consequences of firms’ adopting and integrating robotics into their customer service operations. Drawing insights from literature on customer service, technology marketing, and computer science, our proposed framework elaborates on the concept of the degree of robotics adoption (DRA) as well as the antecedents (employee acceptance of robots and customer acceptance of robots) and multiple sequential consequences (service quality, customer long-term performance, and customer engagement) of DRA. We also discuss how the nature of the firm (Business to Consumer versus Business-to-Business, i.e. B2C vs. B2B), service characteristics (utilitarian vs. hedonic), and brand positioning (low equity vs. high equity) might moderate the relationship between DRA and service quality. Further, we provide actionable guidance for managers to adopt and integrate robotics into their customer service operations.

scholarly journals Service Quality of Hotels in Abu Dhabi, UAE

2016 ◽  
Vol 1 (1) ◽  
pp. 24-32
Author(s):  
Burton A. Aggabao ◽  
Fermin G Castillo Jr.
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
United Arab Emirates ◽  
Hotel Industry ◽  
Reliability And Validity ◽  
Jel Classification ◽  
Hospitality Management ◽  
Abu Dhabi ◽  
Research Approach

Objective - The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique - This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings – Analysis of datadisclosed that the service quality of hotels in Abu Dhabi was appraised as "very good to excellent". Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty - The hotel industry in the UAE is sustainable due to the UAE's progressive plans and competitiveness. Type of Paper - Empirical Keywords: Tourism; Tourist, Service Quality; Customer Service;Hospitality Management. JEL Classification: M10, M31.

Service Quality in Banking with Special Reference to ICICI Bank Ltd., Tiruchirappalli District

2007 ◽  
Vol 3 (2) ◽  
pp. 18-26 ◽  
Author(s):  
R. Amudha ◽  
C. Vijaya Banu
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Competitive Advantage ◽  
Customer Service ◽  
Service Industries ◽  
Wide Range ◽  
The World

As per the Economic association of Indonesia and India, India has been one of the fastest growing economies in the world since the early 90s and India is fourth largest economy of the world after US in terms of purchasing power parity. This is because of the important role played by the financial sector comprising a large number of well managed banking services both in public and private sectors. India's second largest bank is the ICICI Bank offering a wide range of financial services to its customers through its delivery channels. To attain this sustainable competitive advantage, service industries face a unique challenge of meeting the needs of the customers regularly and continuously. Though mechanized form of activity has its own impact on service delivery performance, many service industries still remain to be manual because there exits no equivalent substitute for personal interaction between the employees of service industry and customers. The optimum mix of technology and people in the service delivery process decides the competitive advantage of an organization. Customer satisfaction is taken as a yardstick for measuring the quality of service and providing excellent customer service decides the effectiveness of service delivery process. Only through excellent customer service, an organization can consistently exceed customer expectations. In order to achieve customer satisfaction, every service organization must understand and improve service delivery process and implement valid and reliable service performance measures to measure the same. To assess the degree of customer satisfaction, a SERVQUAL instrument is administered to study the quality of service and the gaps were identified in the services offered by ICICI Bank, Tiruchirapalli District in all five dimensions of service quality, the overall weighted SERVQUAL score being −1.92. The ICICI Bank Ltd. has to take steps to close the gaps by establishing a service quality information system.

scholarly journals Chatbot for College Management System

2021 ◽  
Vol 9 (VII) ◽  
pp. 3493-3496
Author(s):  
Delphin Lydia B
Keyword(s):  
Artificial Intelligence ◽  
Public Relations ◽  
Customer Service ◽  
Management System ◽  
Text Message ◽  
Vital Role ◽  
Wide Range ◽  
Input Sentence ◽  
Real Person ◽  
Chat Bot

Nowadays, Artificial Intelligence is being used extensively in a wide range of sectors, from product production to customer service in public relations. Artificial Intelligence (AI) chat bots play a vital role in helping solve their problems in any aspects. So, we implemented a virtual assistant based on AI that can deal with any query related to College Management System. A chatbot uses information stored in its database to recognize phrases and make decisions on its own in response to a query. The college inquiry chat-bot is built using the Rasa NLU framework that analyzes user's queries by understanding user’s text message. The response principle is matching the input sentence from a user. The college management system involves public user portal and student/staff portal. It keeps track records of all the information regarding students and the college. In the public portal, the user may use the chat-bot to ask any college-related questions without having to physically visit the campus. The Bot analyses the query and responds with a graphical user interface that makes it appear as though a real person is conversing with the user. The system's accuracy is estimated to be 95% and the time it takes to create responses corresponds to the number of lines of response.

Promoting Service Quality and Customer Satisfaction in Global Business

2020 ◽  
pp. 1009-1038
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Entrepreneurial Success ◽  
Global Business ◽  
Customer Expectations ◽  
Wide Range ◽  
Excellent Service ◽  
Strategic Goals

This chapter explains the overviews of customer service, service quality, and customer satisfaction; the significance of service quality in global business; and the significance of customer satisfaction in global business. Customer service is the significant element required for a successful business. Knowing customer expectations and delivering excellent service quality can considerably promote the entrepreneurial success and business growth. Gaining high levels of customer satisfaction is very important to business because satisfied customers are most likely to be loyal and to make repeat orders and to utilize a wide range of services offered by business. High service quality effectively promotes customer satisfaction and customer satisfaction has a positive relationship with business revenue. The chapter argues that promoting service quality and customer satisfaction has the potential to enhance organizational performance and reach strategic goals in global business.

scholarly journals Revisiting Young Customers’ Bank Selection and Loyalty Decisions in Ghana

2021 ◽  
Vol 7 (2) ◽  
pp. 203-226
Author(s):  
Hadi Ibrahim ◽  
Ibn Kailan Abdul-Hamid ◽  
Muhammed Abdulai
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Strategy Development ◽  
First Year ◽  
Extensive Literature ◽  
Management Service ◽  
First Year Students ◽  
Selection Decisions ◽  
Comprehensive Survey ◽  
Image Recommendation

This study examines first-year students’ (who mostly are opening/operating bank accounts for the first time on their own) bank selection and loyalty decisions. An extensive literature review was done to develop study instruments. An exploratory analysis of 320 usable questionnaires was done. The study found in order of importance that: bank service/convenience, service quality/bank image, staff attitude/recommendations, core service/communication and customer service were factors influencing their bank selection decisions in Ghana. Also, friendly operations/regulations, relationship management, service quality/ financial benefits, client satisfaction and bank image were identified in order of importance to be responsible for their loyalty to banks in Ghana. This study reiterates to bank management that factors including quality of service, bank image, recommendation (word of mouth), employee competence, bank knowledge, customer satisfaction, price of transactions, relationship marketing and bank regulation should be at the core of their strategy development and implementation. The study is original with insightful updates and new perspectives on young adults’ bank selection and loyalty dimensions. This study is the first attempt to systematically combine bank selection and loyalty factors in a single comprehensive survey in Ghana. (JEL G21) Keywords: bank, customers, Ghana, loyalty, selection

Comparative Effects of High-Tech Visual Scene Displays and Low-Tech Isolated Picture Symbols on Engagement From Students With Multiple Disabilities

2019 ◽  
Vol 50 (4) ◽  
pp. 693-702 ◽  
Author(s):  
Christine Holyfield ◽  
Sydney Brooks ◽  
Allison Schluterman
Keyword(s):  
Language Learning ◽  
Augmentative And Alternative Communication ◽  
Visual Analysis ◽  
Multiple Disabilities ◽  
Visual Scene ◽  
Future Research ◽  
High Tech ◽  
Single Subject ◽  
Wide Range ◽  
The Difference

Purpose Augmentative and alternative communication (AAC) is an intervention approach that can promote communication and language in children with multiple disabilities who are beginning communicators. While a wide range of AAC technologies are available, little is known about the comparative effects of specific technology options. Given that engagement can be low for beginning communicators with multiple disabilities, the current study provides initial information about the comparative effects of 2 AAC technology options—high-tech visual scene displays (VSDs) and low-tech isolated picture symbols—on engagement. Method Three elementary-age beginning communicators with multiple disabilities participated. The study used a single-subject, alternating treatment design with each technology serving as a condition. Participants interacted with their school speech-language pathologists using each of the 2 technologies across 5 sessions in a block randomized order. Results According to visual analysis and nonoverlap of all pairs calculations, all 3 participants demonstrated more engagement with the high-tech VSDs than the low-tech isolated picture symbols as measured by their seconds of gaze toward each technology option. Despite the difference in engagement observed, there was no clear difference across the 2 conditions in engagement toward the communication partner or use of the AAC. Conclusions Clinicians can consider measuring engagement when evaluating AAC technology options for children with multiple disabilities and should consider evaluating high-tech VSDs as 1 technology option for them. Future research must explore the extent to which differences in engagement to particular AAC technologies result in differences in communication and language learning over time as might be expected.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

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