The effectiveness of AI-powered voice feedback system on customer satisfaction in the hospitality sector
Satayeva, Danara; Murtazin, Tagir (2023)
Satayeva, Danara
Murtazin, Tagir
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023121437316
https://urn.fi/URN:NBN:fi:amk-2023121437316
Tiivistelmä
The hospitality sector is well aware of the critical issue of effectively collecting and using customer feedback to improve overall customer satisfaction. This study addresses the problem of ineffective feedback methods in the hospitality sector by examining the effectiveness of an artificial intelligence-based voice feedback system on customer satisfaction.
The main aim of this study is to evaluate the impact of artificial intelligence powered voice feedback in the hospitality sector. The commission company SAYT Tech specializes in providing artificial intelligence powered voice feedback system to the hospitality sector, offering more efficient feedback collection.
Using a mixed-methods approach combining both qualitative and quantitative methods, this study aims to provide a comprehensive understanding of how AI- powered voice feedback systems can revolutionize the concept of hospitality feedback collection and use. Online interviews were collected from representatives of businesses where a voice feedback system has been implemented. An online questionnaire was collected from end users of this voice feedback system. The initial data were analyzed by content analysis. Books, blogs, articles, etc. were the secondary data for this thesis.
Overall, the results showed a predominantly positive direction, supporting the purpose of this research work. Interviewees were overwhelmingly satisfied with the AI-based voice feedback, and interviewees who have some experience in the hospitality sector responded positively to the implemented system.
The main aim of this study is to evaluate the impact of artificial intelligence powered voice feedback in the hospitality sector. The commission company SAYT Tech specializes in providing artificial intelligence powered voice feedback system to the hospitality sector, offering more efficient feedback collection.
Using a mixed-methods approach combining both qualitative and quantitative methods, this study aims to provide a comprehensive understanding of how AI- powered voice feedback systems can revolutionize the concept of hospitality feedback collection and use. Online interviews were collected from representatives of businesses where a voice feedback system has been implemented. An online questionnaire was collected from end users of this voice feedback system. The initial data were analyzed by content analysis. Books, blogs, articles, etc. were the secondary data for this thesis.
Overall, the results showed a predominantly positive direction, supporting the purpose of this research work. Interviewees were overwhelmingly satisfied with the AI-based voice feedback, and interviewees who have some experience in the hospitality sector responded positively to the implemented system.