CABORDA, JOWASA SHAWAY S., CASACOP, LIANNE SHANELLE.,
CASTILLANO, CAMELA ROSE ANN E., FERNANDEZ, ILOJE D. Assessing the Service Robots in Enhancing Effectivity of Store Queuing at Dunkin' SM Dasmariñas. Undergraduate Research. Bachelor of Science in Hospitality Management. Cavite State University – Bacoor City Campus, City of Bacoor, Cavite.
January 2025. Adviser: Prof. Virgie Ramos.
The study was conducted at Dunkin' in SM Dasmariñas to determine the effectiveness of the service robot in enhancing store queuing. The researchers collected data through in-person interviews with 13 participants, all of whom were
employees from different positions and lengths of service at Dunkin' SM Dasmariñas.
The study employed a phenomenological research design, and purposive sampling was used, with participants specifically chosen based on their roles in the store. Semi-structured interviews were the preferred strategy to gather detailed
responses and capture the participants' perspectives on the service robot.
The majority of participants were aged between 18 and 25 years, and their position was Counter Person. The results showed that all participants reported the service robot to be efficient in terms of food delivery. They also agreed that the service robot contributes to reducing their workload, allowing them to focus more on order preparation.
Based on the positive feedback from the participants, the result of the study indicate that the SM Dasmariñas branch, along with other potential locations, continue utilizing the "Number One" service robot in their operations. Expanding its deployment during peak hours or in high-traffic areas could improve workflow
management and help reduce employee The researchers recommend that the store should continue using the service
robot for food delivery, as it has demonstrated improvements in efficiency, reduced wait times, and increased customer satisfaction. 

This undergraduate research explored the use of service robots in improving store queuing efficiency at Dunkin’ SM Dasmariñas. Specifically, it assessed how robotic assistance influences workflow, employee performance, and overall service effectiveness. Using a phenomenological qualitative design, the study gathered data from 13 purposively selected employees occupying various positions within the store. Semi-structured, in-person interviews were conducted to capture employees’ experiences and perceptions of the “Number One” service robot.

Findings revealed that participants—mostly aged 18 to 25 years and serving as Counter Persons—perceived the service robot as highly efficient in food delivery and beneficial in reducing employee workload. The integration of the robot allowed staff to focus more on order preparation and improved service speed during busy periods. Overall, employees reported positive experiences, indicating that service robots enhance both operational efficiency and customer satisfaction.

The researchers recommend continued use and potential expansion of the service robot program, especially during peak hours and in high-traffic locations, to further optimize queuing systems and elevate service quality across branches. 

Caborda, J. S. S., Casacop, L. S., Castillano, C. R. A. E., & Fernandez, I. D. (2025). Assessing the service robots in enhancing effectivity of store queuing at Dunkin’ SM Dasmariñas (Undergraduate research). Bachelor of Science in Hospitality Management, Cavite State University – Bacoor City Campus, City of Bacoor, Cavite. Adviser: Prof. Virgie Ramos.