Abstract

• The study intends to identify the information system development, to analyze the effects of information system development on customer satisfaction and operational productivity, and to examine the effects of customer satisfaction and operational productivity on profitability of hotels in Mandalay. To conduct this study, the primary data was collected from thirty-six hotels selected by using simple random sampling method. In March 2019, one respondent who can represent each hotel was asked with structured questionnaire prepared with five-point Likert scale. The secondary data related to the number of hotels located in Mandalay was acquired from the Ministry of Hotels and Tourism. Descriptive statistics is used for identifying the information system development of hotels in Mandalay. It is found that hotels in Mandalay are implementing information system development to many extents. Besides, multiple linear regression analysis is applied for analysis and it is found that marketing, accounting, and human resource information system developments show the negative and significant effect but integrated information system development indicates the positive and significant effect on customer satisfaction. The accounting information system development reveals the negative and significant effect; however, the integrated information system development proves the positive and significant effect on operational productivity. Finally, it is apparent that customer satisfaction describes the positive and significant effect but operational productivity shows the insignificant effect on profitability of hotels in Mandalay.