Development of a Management Information System to Increase Customer Satisfaction and Loyalty in the Optimization of Income Generating at the Faculty of Vocational Sports Facilities UNY

This study focuses on designing, assessing, and evaluating a management information system aimed at enhancing customer satisfaction and loyalty while optimizing income-generating sports facilities at the Vocational Faculty of Yogyakarta State University. To achieve this, the research follows a Research and Development (R&D) approach utilizing the ADDIE model, which consists of five stages: Analysis, Design, Development, Implementation, and Evaluation. In the development process, the system was designed with two main interfaces: a public website for general users and an admin backend for management purposes. The feasibility of the system was evaluated by five sports management experts and four information system experts. Small-scale trials were conducted with 19 prospective tenants and facility managers, while large-scale trials involved 54 participants. Data collection was carried out through interviews and questionnaires, employing a purposive sampling method. To assess effectiveness, linear regression analysis was used, and the collected data were analyzed both qualitatively and quantitatively. The study's findings indicate that the system meets the necessary feasibility standards. Sports management experts rated the system highly, with scores of 93% for the Software Aspect, 94% for the Language Aspect, and 91% for the Visual Communication Aspect, all categorized as feasible. Information system experts also provided positive evaluations, with the Software Aspect scoring 88% and the Visual Communication Aspect 73%, both meeting feasibility criteria. Furthermore, the effectiveness assessment demonstrated that the system effectively explains the variability in Usability based on Satisfaction and Loyalty. The R-squared value of 0.8672 suggests that 86.72% of Usability variations can be attributed to these two factors. Overall, this study highlights the successful development and validation of a management information system that significantly contributes to improving customer satisfaction and loyalty while optimizing the utilization of sports facilities.