Effect of AI Service Quality on Guest Satisfaction and Employee Attitude towards Adoption of AI Service in Indian Five-Star Hotels

Abstract

This study investigates the effect of artificial intelligence (AI) service quality on guest satisfaction and employee attitudes toward the adoption of in-room technological amenities in Indian five-star hotels. The quantitative research design in the study was adopted and 200 hotel guests and their equivalent employee sample size were surveyed utilizing a structured questionnaire designed to assess satisfaction with AI-enabled services and openness to technological change among the surveyed guests and employees respectively. Through the analysis of multivariate regression, t-tests, and chi-square test, overall service quality dimensions of AI service quality and personalization significantly predict guest satisfaction. In addition, willingness among employees to adopt AI amenities is established to go hand in hand with receptivity to training, openness, perceived utility, and diversity in demographic scale. The findings emphasize the significance of combining high-tech appointments with customized user friendliness and strong staff involvement tactics to attain long-lasting guest retention and operational perfection in the luxury hospitality. This study provides efficient measures that can be undertaken by hotel managers, and contributes as a contribution to the academic knowledge of how service quality and workforce adaptation are intertwined with the emerging role of AI in the highly dynamic environment of Indian hospitality.