Pengembangan dan Evaluasi Sistem Informasi Pengaduan Pelanggan PDAM Berbasis Web Menggunakan Metode FAST untuk Meningkatkan Efektivitas Penanganan Pengaduan
DOI:
https://doi.org/10.51903/mifortekh.v6i2.1429Keywords:
Information System, Customer Complaints, PDAM, FAST, Service EffectivenessAbstract
Customer complaint management in Regional Drinking Water Companies (PDAM) requires a mechanism that supports the recording, monitoring, and resolution of complaints in a timely, accurate, and well-documented manner. Conventional complaint management processes may result in delayed responses, difficulties in monitoring complaint status, and limited access to complaint-related information for customers. This study aims to develop and evaluate a web-based customer complaint information system to improve the effectiveness of complaint handling at PDAM. The system was developed using the Framework for the Application of System Thinking (FAST). The proposed system was designed to support complaint submission, customer data management, complaint classification, response management, complaint status monitoring, and integrated reporting. System evaluation was conducted through functional testing and an assessment of complaint management effectiveness before and after system implementation based on response time, resolution time, recording accuracy, monitoring convenience, and complaint status traceability. The results indicate that the implementation of the web-based information system improves the organization of complaint management processes, facilitates information processing, simplifies complaint status monitoring, and enhances the traceability of complaint resolution. The developed system provides support for more structured, integrated, and transparent customer complaint services. This study contributes to the development of digital complaint management by providing an information system that integrates complaint processing with monitoring and reporting functions. The findings imply that web-based complaint information systems can serve as a technological foundation for improving service effectiveness and supporting customer-oriented digital transformation in PDAM
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