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June 4, 2026Open Access

From Smart Tools to Superior Satisfaction: Examining the Role of Digital Innovation Variety in Enhancing Service Delivery Outcomes in Hotels

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Authors

FUFlorence UbiUniversity of CalabarJKJoshua KajangUniversity of CalabarFAFrancis AhakiriUniversity of Calabar

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Implication

Quantitative cross-sectional survey finds digital innovation enhances service outcomes in hotels, indicating improved customer satisfaction and loyalty.

Key Points

  • This study examines how digital innovation variety affects service delivery outcomes, customer satisfaction, and loyalty in the hotel industry.
  • Quantitative cross-sectional survey of 500 respondents including hotel guests, managers, and employees.
  • Data analyzed using descriptive statistics, reliability assessment, correlation analysis, and Structural Equation Modeling (SEM).
  • Reliability confirmed with Cronbach’s alpha values from 0.86 to 0.91.
  • Digital innovation variety significantly improves service efficiency (β = 0.72, p < 0.001), service quality (β = 0.75, p < 0.001), and customer experience (β = 0.78, p < 0.001).
  • Customer experience has the strongest correlation with satisfaction (r = 0.85), leading to customer loyalty (β = 0.87, p < 0.001).
  • Service delivery outcomes partially mediate the impact of innovation on customer satisfaction, fully mediating its effect on loyalty.

Cite This Study

Ubi et al. (2026) studied this question.

synapsesocial.com/papers/6a2116cfd499ed480b16fc33https://doi.org/10.60787/tjesds.vol2no1.112
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Also Consider

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  1. 1Digital Transformation and Customer Loyalty in Hospitality: The Mediating Role of Guest Satisfaction and Revisit Intentions in Calabar Hotels, Nigeria2026
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