The Efficacy of Robotic Cleanliness versus Human Cleanliness in the 5-star Hotels, Kuala Lumpur.

Abstract

This study examines the influence and effectiveness of robotic versus human cleaning methods on the perceptions of guests at five-star hotels in Kuala Lumpur. The theoretical framework used in the study is the Stimulus-Organism-Response (S-O-R) model that helps to distinguish the influence of the two cleaning methods (stimuli) on internal guests’ psychological response (perceived cleanliness, trust, usefulness, satisfaction) and, consequentially, on the behavior and preference of guests. The aim of the study is to determine which type of the two cleaning methods produce better results in terms of perceived hygiene, trustworthiness, guest satisfaction and choice of service, whether robot or human cleaning. A quantitative method was implemented, using a structured questionnaire developed with eight hypotheses that matched the S-O-R model. The data were collected using Google Forms and distributed among 5-star hotel guests in Kuala Lumpur, with a sample size of 377 participants. SPSS was used to analyze the responses in order to test the correlation between independent variables (cleaning method, perceived convenience and usefulness) and dependent variables (trust, cleanliness perception, satisfaction, and preference). Findings demonstrated that there is a positive effect of using both robots as well as human cleaning methods on perceived cleanliness and trust. Robotic cleaning services were well-regarded because they were efficient and consistent and did not require any direct contact whereas human services were well-regarded due to emotional reassurance, responsibility, and personalized services. Trust in the cleaning procedure and perceived cleanliness found out to be the critical predictor of guest satisfaction and preference. The study yields important perspectives to be given to hotel managers when trying to implement both service automation and traditional hospitality. It shows the viability of hybrid cleaning schemes and articulates the need to ensure service innovation resonates with guest anticipation so as to enhance guest contentment and competitive allure in the changing hospitality environment.