2026 |
Volume 19 |
Issue Issue 1
Shaping Customer Attitudes: The Role of AI-Driven Robotic Waiters in Restaurant Business
1.
Ahasanul Haque
– Department of Business Administration, International Islamic University Malaysia, Kuala Lumpur, Malaysia.
2.
Amirah Binti Ahmad Suki
– Department of Business Administration, International Islamic University Malaysia, Kuala Lumpur, Malaysia.
3.
Tarekol Islam Maruf
– Department of Business Management & Technology, Alfa University College, Malaysia.
4.
Md. Uzir Hossain
– School of Management & Marketing, Taylor’s University, Subang Jaya, Malaysia.
5.
Ahmed Md Kowsar
– Department of Computer Science and Information Technology, University Malay (UM), Malaysia.
Received
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Accepted
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Published
20-Mar-2026
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Abstract
This study looks into how user impressions and opinions of robotic waiters in the hotel sector change depending on AI-enable service quality. Using the ‘Technology Acceptance Model (TAM)’ and the ‘Information Systems (IS) Success Model’ as theoretical frameworks, a survey of 267 patrons of Kuala Lumpur was conducted. The research showed that perceived usefulness and perceived ease of use are much influenced by artificial intelligence-enhanced service quality. Though perceived ease of use had no appreciable effect on attitudes, perceived usefulness was found as a mediator in the link between service quality and attitudes toward using. The study also looked at how trust and anthropomorphism can moderate the favorable effects of perceived usefulness and service quality on user attitudes. It found that both factors increased these effects. These results highlight the need of trust, humanistic traits, and service quality in fostering positive opinions about artificial intelligence-enabled products. The work ends with discussing theoretical and pragmatic implications, acknowledging constraints, and suggesting directions for next investigations.
Keywords AI-Driven Service, Success Model, User Attitude, Anthropomorphism, Trust, Robotic Waiter
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