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Operational Management, Marketing Strategies, and Technology Used: A Structural Model of Customer Satisfaction in Hospitality Industry

Celso E. Felipe Jr., Cristine Geroy, Nenita Prado
Psychology and Education: A Multidisciplinary Journal · 2026-03-29 · DOI 10.70838/pemj.540206
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Token#7488 of SciMatic Articles (ERC-1155), fixed supply 1,000,000
Contract0x0E596B4bb924937aA35D9b342A90347ed6F05eF8
Mint transaction0x971a1d19a9ba7d158ab5f4aeb25ed3d57674b8a09a4844c2c7e8d091dd36bf4b · block 12110199
Minted2026-10-02 11:45 UTC
Hash on chain0xae8ec4ec4a89940d0ba1a4ffe930733d812af575fe368803c8938a7e005a82c8
SHA-256 of the record0xae8ec4ec4a89940d0ba1a4ffe930733d812af575fe368803c8938a7e005a82c8
Article today Matches the anchored record.

Allocation at minting

HolderWalletMintedHolds now
SciMatic (10%) 0xc35709AB…277732 100,000 100,000
Celso E. Felipe Jr. 0x55bA3F7e…0b8C1B 300,000 300,000
Cristine Geroy 0x37eA16d5…5BcA5D 300,000 300,000
Nenita Prado 0xd202854D…147490 300,000 300,000

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{"abstract":"This study developed and validated a structural model of customer satisfaction in the hospitality industry of Butuan City by examining the influence of operational management, marketing strategies, and technology used. A quantitative, descriptive-correlational design was employed, with data collected from 565 adult paying guests across seven accredited hotels. Structural Equation Modeling (SEM) was utilized to analyze the direct and combined effects of the variables on customer satisfaction. Findings revealed that operational management, particularly service delivery, human resource practices, and quality standards, significantly predict customer satisfaction. Marketing strategies, including promotional effectiveness, advertising, online visibility, and word-of-mouth referrals, demonstrated strong positive relationships with guest satisfaction and loyalty intentions. Similarly, technologies used, such as reservation and booking systems, point-of-sale and payment systems, Wi-Fi connectivity, and customer experience technologies, emerged as a critical driver of convenience, efficiency, and overall guest experience. The final structural model confirmed that these factors collectively provide a strong explanation of customer satisfaction in the hospitality sector. The study recommends strengthening service standards, investing in reliable digital infrastructure, enhancing staff training, adopting data-driven marketing strategies, and promoting collaborative efforts among tourism stakeholders to sustain competitiveness, improve guest experiences, and support local economic development.","abstract_source":"original","authors":["Celso E. Felipe Jr.","Cristine Geroy","Nenita Prado"],"date":"2026-03-29","doi":"10.70838/pemj.540206","id":7488,"issue":2,"journal":{"issn":"2822-4353","name":"Psychology and Education: A Multidisciplinary Journal"},"pdf_sha256":"b1231c1458833bf1ae1c33ab1a73ddbdff31d76dff2d84c5f29bd790ff00814b","schema":"scimatic-article/1","title":"Operational Management, Marketing Strategies, and Technology Used: A Structural Model of Customer Satisfaction in Hospitality Industry","volume":54}

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  -d '{"jsonrpc":"2.0","id":1,"method":"eth_call","params":[{"to":"0x0E596B4bb924937aA35D9b342A90347ed6F05eF8","data":"0xf3e0c2900000000000000000000000000000000000000000000000000000000000001d40"},"latest"]}'

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