Keywords
Complaint services
Expert systems
Web
Abstract
This study discusses the development of a web-based customer complaint service application for PDAM Tirta Pambelom Kuala Kapuas. This PDAM faces challenges in responding to customer technical complaints due to the limited complaint channels available. Therefore, a web-based application was developed that aims to facilitate customers in reporting technical problems, providing solutions, and improving the performance of PDAM Tirta Pambelom Kuala Kapuas in responding to problems in the field. This application is designed using the PHP programming language and XAMPP database with expert system integration to diagnose PDAM pipe network problems.
The results of this study indicate that the customer complaint service application developed is able to increase efficiency and effectiveness in handling customer complaints. This application makes it easier for customers to report complaints online and allows PDAM staff to manage and respond to complaints more quickly and precisely. The expert system implemented helps in providing accurate solutions based on analysis of incoming data, thereby increasing customer satisfaction with PDAM Tirta Pambelom Kuala Kapuas services.
The potential implications of the results of this study are an increase in the overall quality of PDAM services, a reduction in the use of manual documents, and an increase in responsiveness and accuracy in handling technical complaints. With this application, it is hoped that PDAM Tirta Pambelom Kuala Kapuas can provide better services and increase customer satisfaction
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