Demographic Differences in Employee Readiness for RPA Adoption in Delhi NCR IT Firms

Abstract

Robotic Process Automation (RPA) is increasingly adopted in service organizations to automate repetitive and rule-based tasks. However, successful implementation depends not only on technical capability but also on employee readiness for change. This study examines whether employee readiness for RPA adoption differs across demographic characteristics among non-managerial employees working in IT service firms in Delhi NCR, where RPA had been implemented within the previous six months. Data were collected from 161 usable questionnaires out of 250 distributed. An adapted employee readiness scale was used, and responses were categorized into agree, neutral, and disagree for analysis. Descriptive results indicate a mixed pattern of readiness. About 47.8% of respondents agreed that they were ready for RPA adoption, 50.3% were neutral, and 1.9% disagreed. Chi-square analysis shows no statistically significant differences in readiness based on gender or age. However, a significant difference was found based on tenure (χ² (10) = 24.98, p = .005), with a small to moderate association (Cramer’s V = .28). These findings suggest that employee readiness for RPA adoption should be interpreted as moderate or uncertain rather than uniformly strong. The study contributes to RPA adoption research by identifying tenure as an important factor for designing targeted training, communication strategies, and change management practices in IT service firms.