Authors - Syafira Aulia Azzahra, Christina Angelica Himawan, Brigitta Vellia, Indra Kusumawardhana Abstract - The hospitality industry is increasingly shaped by smart technology, integrated systems, and subscription-based service models that require consistent and personalized guest experiences. In Indonesia, particularly in the Greater Jakarta area, hotels are adopting Internet of Things-based devices, cloud-based property management systems, and data-driven service platforms to improve guest convenience and strengthen customer retention. This study examines the effects of smart technology devices and integrated systems on customer satisfaction in subscription-based hospitality, with service personalization positioned as a central mechanism in the guest experience. A quantitative cross-sectional survey was conducted with 400 hotel users in the Greater Jakarta area who had experience using smart technology in hotel services. The data were analyzed using Partial Least Squares Structural Equation Modeling. The findings show that smart technology devices and integrated systems positively influence customer satisfaction and service personalization. Service personalization also emerges as the strongest predictor of customer satisfaction, indicating that technology creates greater value when it enables relevant, adaptive, and individualized services. The study contributes to hospitality technology and customer intelligence literature by explaining how digital infrastructure and system integration support personalized subscription-based hotel experiences. Practically, the findings suggest that hotel managers should prioritize investment in interoperable systems, guest data integration, and personalization capabilities to improve satisfaction and sustain long-term customer relationships in technology-enabled hospitality services.
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