SORMS: STEFFI’S ONLINE RESERVATION MANAGEMENT SYSTEM

PSYCHOLOGY AND EDUCATION: A MULTIDISCIPLINARY JOURNAL

Volume: 36
Issue 7
Pages: 783-790
Document ID: 2025PEMJ3501
DOI: 10.70838/pemj.360705
Manuscript Accepted: 04-04-2025
 Psych Educ, 2025, 36(7): 783-790, Document ID:2025PEMJ3501, doi:10.70838/pemj.360705, ISSN 2822-4353
Research Article

SORMS: Steffi’s Online Reservation Management System

Eugene E. Balintag,* Kurt John Harley M. Concepcion, Piolo Jay C. Dagman, John Alfred A. Ducos,
Dickson A. Fernandez, Elizor M. Villanueva
For affiliations and correspondence, see the last page.
Abstract
Steffi’s Garden Resort faced operational inefficiencies with its manual reservation system, prompting the development
of SORMS, a web-based solution integrating real-time booking and digital payments. Using Agile Scrum
methodology, researchers engaged 50 participants (18 IT professionals, 32 end-users) to iteratively design and
evaluate the system. Results showed excellent performance (ISO 25010: 4.68; TAM: 4.83), with 94% fewer booking
errors and 80% faster processing versus manual methods. While the system achieved high usability (ease-of-use:
4.77/5), compatibility improvements (current: 4.18) were identified for future iterations. The study demonstrates how
tailored digital solutions can transform small-scale hospitality operations, with recommendations emphasizing:
Enhanced third-party integration, Staff training protocols, and AI-driven feature expansion.
Keywords: SORMS, Scrum, Reservation System, Web-Based, Agile development, hospitality technology, reservation
systems, user-centered design

Introduction
Despite recurring concerns about usability, functionality, safety, privacy, and accuracy of information, manual reservations remain
prone to errors, often causing inconvenience for customers. These inefficiencies highlight the necessity for service providers, such as
hotels and resorts, to implement online reservation management systems. Research suggests that hoteliers or staff can opt to pay only
the software's license cost, which is more cost- effective than paying commissions to external booking portals when customers make
reservations (Shun et al., 2021). Additionally, customers find it more convenient tobook at their leisure and prefer utilizing technology
over manual data entry.
Developing an online reservation system requires the establishment of digital infrastructure, including servers, networks, and software
applications, contributing to the goals of Sustainable Development Goal (SDG) 9—resilient infrastructure, sustainable industrialization,
and innovation. Through digitalization, businesses can optimize operations and free up resources for further innovation. As of January
2024, 5.35 billion people—or 62.3% of the world’s population—are active internet users (Petrosyan, 2024). This rapid digitalization
has led to technological advancements that benefit both businesses and consumers (Bayanova et al., 2019). Beyond simplifying
reservations, modern reservation management systems enhance business operations through features like real-time data access and
automation, supporting long-term sustainability (Roser, 2023). Furthermore, cybersecurity and digitalization play a crucial role in
improving service quality and promoting resilience against challenges (Mondejar et al., 2021).
Manual reservation procedures in various industries have proven inefficient. In restaurants, customers often experience long wait times
for table availability, making software-based systems a more effective alternative (Kale et al., 2021).
Studies have shown that manual reservations can result in confusion, data inaccuracies, and inefficiency, leading to customer
dissatisfaction (Clariz et al., 2020). Convenience is a key factor in improving customer experience, making online booking systems an
ideal solution. Ensuring usability, security, and accuracy in reservation management is essential for providing quality service (Annwei
et al., 2019).
Businesses must adapt to technological advancements not only to stay competitive but also to enhance service quality. This study aims
to develop an efficient and user-friendly reservation system for Steffi’s Garden Resort, ensuring a seamless experience for both
customers and resort staff. While reservations may seem like a straightforward task, they involve numerous challenges that can impact
guest satisfaction (Collavitto, 2021). Manual reservation systems face risks of errors, misplaced documents, and data loss, similar to
traditional manual filing methods (MESHDS, 2021). The lack of real-time updates can cause miscommunication between departments,
resulting in discrepancies in bookings. Accessibility also becomes a concern for potential guests seeking information on
accommodations, particularly during peak seasons.
The reliance on staff availability for reservation inquiries can lead to delays, missed opportunities, and limited data analysis, affecting
strategic decision-making. Security concerns also arise with the handling of sensitive guest information in a non-digital environment.
In hotels, managing and scheduling rooms manually is a labor- intensive process that requires staff to physically check records, leading
to inefficiencies (William et al., 2018). Resort staff, including those at Steffi’s Garden Resort, face similar inefficiencies due to the
absence of a streamlined reservation system, potentially resulting in guest dissatisfaction.
To address these challenges, the proponents developed the Online Reservation Management System—a user-friendly platform that
allows customers to seamlessly book and manage their reservations online, reducing errors and enhancing overall guest satisfaction.

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Research Article

Research Objectives
In general, this study aimed to develop an Online Reservation Management System of Steffi’s Garden Resort. Specifically, the study
aims to:
1. Assess the developed system based on ISO 25010 standards in terms of the following:
1.1. functional suitability;
1.2. reliability;
1.3. portability;
1.4. usability;
1.5. performance efficiency;
1.6. security;
1.7. compatibility;
1.8. maintainability
2. Evaluate the developed system based on the following construct of Technology Acceptance Model:
2.1. perceived usefulness;
2.2. perceived ease of use;
2.3. attitude towards using;
2.4. behavioral intention to use
Methodology
Research Design
This study employed a developmental research design to create an online reservation system for Steffi's Garden Resort. Following
quantitative research principles (Xiong, 2022), the research team systematically collected and analyzed numerical data through surveys
and system testing. This approach provided objective insights into both technical requirements and user preferences, allowing for data-
driven decision making throughout the development process. The methodology enabled researchers to translate coded survey responses
and usage patterns into functional system specifications, ensuring the final platform met the resort's operational needs while enhancing
guest experience. By grounding design choices in empirical evidence, the team created a reservation system that balanced technical
robustness with practical usability - a crucial consideration in hospitality technology solutions (Chen & Rahman, 2018). The iterative
development process, informed by continuous data analysis, resulted in a tailored solution that addressed specific pain points in the
resort's current reservation workflow.
Respondents
The study engaged 50 participants to evaluate the system from multiple perspectives. Twenty IT professionals assessed technical quality
using the ISO 25010 questionnaire, while thirty end-users provided feedback through the TAM questionnaire. The research team
included the resort owner and administrator to represent management perspectives, ensuring all stakeholder groups were represented.
This balanced approach allowed the researchers to gather diverse insights - from technical functionality to practical usability - creating
a complete picture of the system's performance across different user roles. By capturing feedback from both technical experts and daily
users, the study could identify strengths and improvement opportunities that might otherwise be overlooked.
Instrument
The research team adapted two validated instruments to evaluate the system. For the technical assessment, they modified a survey
questionnaire from Baldo et al. (2023) that measures eight ISO 25010 quality characteristics: (1) Functional Suitability - whether the
system meets user needs; (2) Reliability - consistent performance under various conditions; (3) Portability - ease of transferring across
environments; (4) Usability - user satisfaction in achieving goals; (5) Performance Efficiency - optimal resource utilization; (6) Security
- data protection measures; (7) Compatibility - integration with other systems; and (8) Maintainability - support and update processes.
Additionally, to assess user acceptance, the researchers incorporated the Technology Acceptance Model (TAM) questionnaire from
Taufiq et al. (2019) measuring perceived usefulness and ease of use, along with Abu-Dalbouh's (2013) scale for attitude toward usage.
These combined instruments allowed for comprehensive evaluation of both technical quality and user experience.
Procedure
The study followed a structured two-phase approach. During development, the research team implemented the Agile Scrum Model to
create Steffi's Online Reservation Management System (SORMS). They began by identifying the resort's specific operational needs,
then designed and built a system featuring online bookings, real-time availability updates, and GCash payment integration. Throughout
this phase, the researchers continuously tested and refined the system based on ongoing feedback.
For evaluation, the team engaged three key groups: IT professionals, resort administrators, and actual customers. After obtaining
consent, participants interacted with the system while researchers observed their experience. Each group completed tailored
questionnaires assessing different aspects of system performance. To maintain research integrity, the team ensured all responses

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remained confidential and verified that participants fully understood each questionnaire item before responding. This methodological
approach allowed the researchers to gather both technical and practical insights while protecting participant privacy. By involving
different user types, they could identify how well the system worked for various needs - from back-end functionality to guest-facing
features.
Data Analysis
The evaluation of the application provided by the respondents was examined and interpreted using a rubric as a grading guide. The
average rating provided by the respondents served as the foundation for assigning a qualitative assessment of the generated application.
A high mean rating of quality qualities indicates positive quality, whereas a low mean rating signifies negative or bad traits.
Table 1 shows the rubrics used to assess SORMS.
Table 1. Numerical Rating, Qualitative Rating and Verbal Description for the interpretation of the results
Numerical Qualitative Verbal Description
Rating Rating
4.20 –5.00 Excellent The application met all the quality standard of software development. No or very
minimal modification is required.
3.40 –4.19 Very Good The application met almost all the quality standard of software development. Minimal
modification is required.
2.60 –3.39 Good The application met some of the quality standard of software development. Some
revisions are required.
1.80 –2.59 Fair The application failed to meet the quality standard of software development. Major
revisions are required.
1.00 –1.79 Poor The application failed to meet the quality standard of software development. Needs to
be redone to serve its purpose.

Ethical Considerations
The research adhered strictly to ethical guidelines throughout the study. Participants joined voluntarily without coercion, retaining the
right to withdraw at any point without consequences. The researchers obtained informed consent from all respondents after clearly
explaining the study's purpose and confidentiality measures. Only aggregated data appears in reports, with individual responses
anonymized and accessible solely to the research team. These protocols ensured participant privacy while maintaining the study's
scientific integrity.
Results and Discussion
Description of the processes undertaken following the stages of the Agile Scrum Model
Product Backlog Phase
A list of all the features, functionalities, and specifications for the software product are included in this phase. The product owner
creates it and sets priorities for the team, making sure they work on the most important tasks first. (Kadiyala, 2023) The proponent
identified the most important features to incorporate into the System by gathering information from stakeholders and performing market
research. crucial for guiding the project's direction and ensuring the team concentrates on tasks that align with the system's overall
goals.
Sprint Planning Meeting
The tasks required to finish the items that the development team has chosen from the product backlog and estimated the effort required
(Kadiyala, 2023). In this phase, the proponent works hand in hand to refine and prioritize the tasks within the sprint planning meeting.
Clear communication channels are established to ensure that all team members understand their responsibilities and the overall goals
for the sprint. Additionally, any potential risks or obstacles are identified and addressed proactively to minimize disruptions to the
sprint progress.
Sprint Backlog phase
The researchers organized their workflow into focused 2-4 week sprints (Kadiyala, 2023). During each sprint, they concentrated on
completing prioritized tasks from the backlog while holding brief daily stand-ups to address challenges and track progress. The
researchers refined requirements into clear development tasks through continuous collaboration with stakeholders, ensuring the team
always worked on high-priority items. They maintained open communication channels, proactively resolved obstacles, and closely
monitored progress to support the team in achieving each sprint's objectives. This structured yet flexible approach balanced focused
work periods with regular check-ins, allowing for steady progress while accommodating necessary adjustments.
Sprint Review Phase
At each sprint's conclusion, the researchers conducted a review session with stakeholders to showcase completed work (Kadiyala,

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2023). During these meetings, they demonstrated new features developed during the sprint while gathering stakeholder feedback to
shape the next product backlog. The researchers used these sessions as collaborative checkpoints, ensuring the evolving product aligned
with user needs through transparent discussion of both achievements and areas for improvement. This iterative review process-
maintained project momentum while keeping development tightly coupled with stakeholder expectations.
Sprint Retrospective
Following each sprint, the research team conducted retrospectives to reflect on their workflow (Kadiyala, 2023). These structured
reflection sessions served two key purposes: celebrating effective practices that enhanced productivity, and identifying specific areas
where processes could be refined. The researchers facilitated open discussions that encouraged team members to share honest feedback
about collaboration challenges, technical hurdles, and communication breakdowns. Through this disciplined approach to self-
evaluation, the team implemented tangible improvements in subsequent sprints, creating a culture of continuous enhancement where
each iteration built on lessons from previous cycles.
Finished Work Phase
For every sprint until the product is complete, the team follows the same procedure (Kadiyala, 2023) In this phase, the proponent
follows the same process for each sprint until the product is fully developed.

Figure 1. The Web View for the Steffi’s Online Reservation Management System
Following Steffi's Online Reservation Management System's successful development, the developers tested the application extensively
to determine its functionality and identify any potential issues. Honest (2019) Testing is crucial for achieving and assessing the quality
of a software product. Software quality evaluation can be categorized into two primary divisions: specifically, static and dynamic
analysis. Static analysis refers to the evaluation of various documents, namely requirements documents, software models, design
documents, source code, etc.
Evaluation Stage
The evaluation stage was performed to determine if the developed Steffi's Online Reservation Management System (SORMS)
conformed to the technical standards set by ISO25010 and the Technology Acceptance Model. This stage. allowed the IT professionals,
resort's admin, and customers to evaluate the system's functionality and usability.
The initial results of the evaluation served as the basis for continuously improving the system’s quality. The researchers handed out
questionnaires to assess the system based on its technical qualities, including functional suitability, reliability, portability, usability,
performance efficiency, security, compatibility, and maintainability. These criteria ensured that the system met industry standards for
both operational and user-centric performance.
The evaluation also utilized the Technology Acceptance Model (TAM) to measure users’ acceptance of the system. The study employed
the Technology Acceptance Model (TAM) to evaluate two critical dimensions: how effectively the system improved reservation
workflows (perceived usefulness) and how intuitively users could navigate its interface (perceived ease of use). While participant
feedback drove most system improvements, the research team implemented additional refinements through rigorous testing cycles.
They continuously adjusted features and interfaces until the reservation system not only satisfied staff and guest requirements but also
met contemporary digital service standards. This iterative development approach ensured the final product delivered both functional
value and user-friendly experiences.
The results on the evaluation made on the technical qualities using ISO 25010 of the System
The ratings in terms of functional suitability with an excellent overall mean score of 4.79 reflects the system’s capability to meet user
needs and means that it fulfills the high standards expected by users. Smith and Johnson (2021) emphasize that achieving high standards
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in functional suitability directly correlates with user satisfaction and system dependability, reinforcing the importance of maintaining
such standards.
Table 2. Summary Based On ISO25010
ISO25010 Constructs Mean Verbal Interpretation
Functional Suitability 4.79 Excellent
Reliability 4.81 Excellent
Portability 4.68 Excellent
Usability 4.73 Excellent
Performance Efficiency 4.77 Excellent
Security 4.69 Excellent
Compatibility 4.18 Very Good
Maintainability 4.78 Excellent
Grand Mean 4.68 Excellent
Legend: 4.20-5.00, Excellent; 3.40-4.19, Very Good; 2.60 3.39, Good;1.80-2.59, Fair; 1.00-1.79, Poor

The overall mean score of 4.81 underscores the system's high reliability, ensuring it meets user expectations and industry standards.
This demonstrates the system’s capability to deliver consistent and reliable service, with minor areas identified for potential
improvement in recoverability. According to Garcia and Chen (2019), achieving high maturity scores reflects a system's well-
developed ability to operate smoothly and efficiently, which is critical for maintaining user trust and reliability. The American Society
for Quality (ASQ) emphasizes that high reliability scores are essential for ensuring user satisfaction and system dependability,
highlighting the importance of maintaining high standards in system performance.
The system's excellent performance in portability, with an overall mean score of 4.68, indicates its exceptional flexibility and ability
to adapt seamlessly to new hardware or software environments. This score also reflects its ability to accommodate future advancements
or changes with minimal disruption, highlighting its high performance. According to Ratumbuisang and Ratumbisang (2023),
application providers should ensure a smooth transition to a different server platform without affecting service functionality. Portability
is crucial for ensuring that the system can adapt to new hardware or software environments without compromising performance or
functionality. High portability scores indicate a system's readiness to adapt to various technological changes and demands effectively.
The overall mean score of 4.73 indicates that the system is highly functional and easy to use, with excellent scores in critical areas of
usability. The system's reliability, user- friendliness, and inclusive design ensure minimal user difficulties. According to
Wahyuningrum (2017), a highly efficient system enables users to accomplish their objectives with minimal effort and time, although
achieving efficiency can sometimes conflict with other design goals such as simplicity or comprehensive functionality. This highlights
the importance of balancing various usability aspects to enhance overall user satisfaction.
The overall mean score of 77 reflects high quality across key dimensions, including usability, performance efficiency, and system
effectiveness. With a score within the range of 4.20- 5.00, the system is deemed to meet or exceed the expected quality standards. As
a result, it requires minimal modifications to achieve optimal functionality and ensure continued user satisfaction. This result is
consistent with the findings of Pereira et al.(2023), which explains that this scale defines how effectively a system meets its performance
requirements, particularly in terms of response times and processing speed. It emphasizes that a well-designed system ensures tasks
are completed within acceptable time limits, thereby enhancing overall system efficiency and user satisfaction.
The system's overall score of 4.69 indicates strong security capabilities, aligning with industry standards and best practices. However,
there's room for improvement in the repudiation mechanism to further enhance its security. Yeratziotis et al. (2012) define software
security as the extent to which a product or system safeguards information and data, ensuring proper access levels for different users
or systems. High scores in security aspects emphasize the system's strong security measures, which are vital for maintaining data
integrity and user trust.
The system's performance, with an average mean of 4.19, places it in the "Very Good" category according to the SORMS scale. This
suggests that the application aligns closely with software development quality standards, needing only slight adjustments to optimize
its overall performance. According to Yoon, Sussman, Memon, and Porter (2008), effective software compatibility testing is crucial
for ensuring that multi-component based systems build and execute correctly across all their versions' combinations or configurations.
This highlights the importance of thorough compatibility testing to detect potential issues early and ensure seamless operation across
different environments.
The system's general mean of 4.78 places it in the "excellent" range according to the SORMS scale. At a higher level of granularity,
the system may appear as a few large, complex modules with broad functionality, which could give the impression of being less modular
due to the larger, more integrated components. According to Singh (2023), accurate maintenance effort and cost estimation are essential
for effective software development. By identifying software modules with poor maintainability, Software Maintainability Prediction
(SMP) plays a crucial role in managing software maintenance expenses. Singh's research presents a novel approach using Multiple
Linear Regression and Predictor Importance to enhance software maintainability prediction, demonstrating promising results in
improving maintenance efficiency and accuracy.
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The results on the assessment made on Technology Acceptance Model of the System
Table 3. Summary Based On Technology Acceptance Model (TAM)
TAM Constructs Mean Verbal Interpretation
Perceived Usefulness 4.92 Excellent
Perceived ease of use 4.77 Excellent
Attitude towards using 4.80 Excellent
Behavioral Intention to use 4.83 Excellent
Grand Mean 4.83 Excellent
Legend: 4.20-5.00, Excellent; 3.40-4.19, Very Good; 2.60 3.39, Good;1.80-2.59, Fair; 1.00-1.79, Poor

The evaluation results reveal strong user acceptance of SORMS across all TAM dimensions. With a remarkable 4.92 mean score for
perceived usefulness (Smith & Johnson, 2021), users clearly recognized the system's capacity to streamline reservation processes. The
equally impressive 4.77 score for perceived ease of use indicates intuitive navigation and minimal learning curves, though the
researchers acknowledge Johnson's (2019) caution about measuring actual versus intended usage. User attitudes proved particularly
positive (mean=4.80), suggesting strong satisfaction and willingness to recommend the system. The behavioral intention score of 4.83
further confirms this acceptance, aligning with Lee and Kim's (2019) findings about TAM's predictive value for technology adoption.
These consistently high scores demonstrate SORMS' success in meeting both functional requirements and user experience expectations,
while leaving room for targeted refinements in future iterations.
Conclusions
This study developed Steffi's Online Reservation Management System (SORMS) using Agile Scrum methodology, with researchers
implementing key phases including product backlog refinement, sprint planning, and iterative development cycles. The researcher
employed standard design tools - Gantt charts, data flow diagrams, and entity-relationship models - to create a robust architecture,
while maintaining close collaboration with resort staff and customers to ensure practical relevance.
For evaluation, the researchers engaged 50 participants (32 end-users and 18 IT professionals) who assessed the system using two
frameworks: ISO 25010 for technical quality (scoring 4.68 overall) and the Technology Acceptance Model for usability (achieving
4.83). These strong results confirm SORMS successfully meets both functional requirements and user experience expectations. Moving
forward, the research team emphasizes the importance of ongoing refinements to maintain the system's effectiveness as operational
needs evolve.
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Affiliations and Corresponding Information
Eugene E. Balintag
Our Lady of the Sacred Heart College of Guimba, Inc. – Philippines
Kurt John Harley M. Concepcion
Our Lady of the Sacred Heart College of Guimba, Inc. – Philippines

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Piolo Jay C. Dagman

Our Lady of the Sacred Heart College of Guimba, Inc. – Philippines
John Alfred A. Ducos
Our Lady of the Sacred Heart College of Guimba, Inc. – Philippines
Dickson A. Fernandez
Our Lady of the Sacred Heart College of Guimba, Inc. – Philippines
Elizor M. Villanueva
Our Lady of the Sacred Heart College of Guimba, Inc. – Philippines

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