Service Complaints Research Articles

Implementasi Program Badan Penyelenggara Jaminan Sosial (BPJS) Siap Membantu dalam Mengatasi Pengaduan Masyarakat

Public services in the government bureaucracy are an indicator of a country's progress. One concrete form of public service is health service, because good health service will improve the welfare of the people in a country. The BPJS SATU (BPJS Ready to Help) program is one of the innovations carried out by BPJS Health to make it easier for participants to get community complaint services at hospitals. In its implementation, the problems related to BPJS services are that there are still many people who do not know the health insurance procedures for health facilities, then there are still concerns from hospitals that BPJS will not pay patient arrears, and there are doubts about the security of the BPJS participant data system. So this research aims to examine further the implementation of BPJS SATU (Ready to Help) services in dealing with public complaints at Dr Soetomo Hospital, Surabaya City. The research method used in this research is a descriptive qualitative method with the focus of the research here being based on indicators of success in implementing the Edward III program, including communication, resources, disposition and bureaucratic structure. The results of research on communication focus show that communication has been created that creates inclusive services and focuses on achieving the goals of program implementation. The resource focus shows that this program has quality human resources and a supporting system within it. The disposition focus shows that BPJS Health is strongly committed to improving the quality of complaint handling in the BPJS SATU program. The focus on organizational structure has been running well as evidenced by the available procedures that can be carried out by participants and implementing officers.

Understanding the key driver of e-government services continuance usage intention: An integrated model of Expectation Confirmation Model and Technology Acceptance Model

Continuous usage is crucial for ensuring the longevity of technological advancements. The success of e-government is contingent upon its ongoing use, rather than its initial acceptance. Nevertheless, there has been a dearth of scholarly research on the ongoing use of e-government services. The objective of this study was to identify the primary factors that influences the continued use of e-government services in Indonesia. The research model was created by integrating both Expectation Confirmation Model and Technology Acceptance Model, two theories that are frequently employed in the adoption of technology. The data was obtained by administering an online survey to 217 Indonesian citizens who had previously utilized the Online Citizen Aspiration and Complaints Service (LAPOR) e-Government services. The results indicate that perceived ease of use had a substantial impact on citizen satisfaction and perceived usefulness. In contrast to previous research conducted in the context of e-Government, it was found that perceived usefulness did not have a significant correlation with the intention to continue using the system. The most significant predictor of continued intention to use was citizen satisfaction. Surprisingly, satisfaction was more significantly influenced by perceived ease of use than perceived usefulness. The implications of these findings are elaborated upon.

Android-Based Public Complaint Service System in Malimongan Tua Sub-district, Makassar

The problem that occurs in the Public Complaints Service System in Malimongan Tua Village is the absence of a public complaint service system. Therefore, the researcher offers a solution to this problem by designing and implementing an Android-based public complaint service system. The purpose of this study is to design and implement an Android-based public complaint service system. Data were obtained through field research, library research, and interviews. The waterfall method is used in system development. The results of the study indicate that this data was obtained through observation, interviews, and library studies. The waterfall method is used in system development. The results of the study indicate that (the design and manufacture) of the Public Complaint Service System in Malimongan Tua Village, black box system testing ran well, and the results of User Acceptance Testing (UAT) testing on several respondents (Villages and Users) related to the use of the Android-based Public Complaint Service System Optimization application in Malimongan Tua Village, Makassar. In addition, the results of this study have been implemented in the form of community service, where this application helps the people of Malimongan Tua Village to convey their complaints more easily and efficiently, as well as improve the village government's response to problems faced by the community, it is concluded that this application is very suitable for use with a final score of 87.4%.

Participation of Citizen as Social Capital in LAPOR! Application in Indonesia

Citizen engagement is crucial for the success of smart cities. In urban areas, communities as social capital has an interpersonal bond that unites people. Due to the complexity of urban issues like pollution, waste, and population density, citizens can monitor the government's work priorities to solve the problem. This article focuses on smart cities from a human-centered perspective, emphasizing the role of information technology. In Indonesia, citizens' rights awareness is facilitated by the National Public Service Complaint Management System (SP4N) or People's Aspiration and Online Complaints Service (LAPOR!), which acts as social capital. This article explores five key aspects of smart cities and smart citizenship: governance, citizen participation, infrastructure, public spaces, and urban livability. While ICT-driven approaches can swiftly transform cities, a community-based approach fosters long-term shifts. Meanwhile, limited citizen involvement contributes to ecosystem degradation in Indonesia and underscores the urgency and importance of citizen engagement in urban planning. In democratic societies, citizens hold power, and concepts of smart citizenship encompass civic intelligence and, at the same time, also value local knowledge. In Indonesia, LAPOR! reflects smart citizenship, enabling transparent reporting of aspirations and complaints. However, factors like limited access and education of citizens affect its use. This research used qualitative methods with content analysis methods. Qualitative content analysis is used to examine the textual content of websites. Using LAPOR! SP4N in Indonesia to see the implementation of the concept of smart society and smart city. Participatory processes should contribute substantially to urban planning and governance. Information technology serves as a temporary solution for long-term urban planning issues. Broader concerns like public policy and participatory democracy must also be considered. In conclusion, this article explores the dynamic relationship between smart cities and smart citizenship, highlighting the importance of active citizen engagement and the potential of technology to empower communities for positive urban transformations.

Analysis of Service Quality Improvement Using Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) Methods (Case Study at PDAM Banggai Regency)

PDAM Kab.Banggai is a service company that has the aim of meeting the needs in the field of clean water must provide the best service. The purpose of this research is to analyze service quality based on customer satisfaction and find out the factors that affect service quality to get a solution to the causes of problems based on service quality. This research will use the servqual method to measure service quality with the level of perceptions and expectations of consumers in the services provided by service providers. Furthermore, the Importance Performance Analysis (IPA) method is used in measuring the level of importance and performance so that the company can find out the attributes that need to be improved and maintained in service based on a Cartesian diagram and will produce a basis for customer satisfaction. After that, the Fishbone Diagram is used to analyze the consequences by finding and describing the factors that cause the existing problems. Then given the proposed improvements and submitted PDAM to be followed up by PDAM Kab.Banggai. The results of the Service Quality analysis of the quality of service of PDAM Kab. Banggai obtained a negative Gap in the Reliability dimension at attribute B5 (-1.200), in the Responsiveness dimension obtained a negative Gap at attribute C1 (-1.140), at attribute C2 with a negative Gap (- 1.120) and in the Assurance dimension with a negative Gap (-0.560). The results of the analysis using Importance Performance Analysis obtained 4 attributes that are among the top priorities for improvement, namely the attributes contained in quadrant I. The four attributes that are the top priorities for improvement are the ease with which customers can submit complaints online to the PDAM, employees are responsive when answering complaints from customers through online media such as whatsapp, officers contact customers when they cannot fulfill the specified repair promise and the use of PDAM services Kab. Banggai is guaranteed to be safe when making payment transactions. The proposed improvements given to PDAM Kab. Banggai are Attribute D2, namely conducting a re- check before making payment bills to customers, collaborating with third parties such as banks and outlets (indomaret, alfamidi, etc.) and making payment applications directly linked to PDAM accounts so that there is no manipulation during the payment process. Attribute C2 is instilling a sense of responsibility in officers and openness to customers to contact customers as soon as possible if something happens or cannot fulfill the specified repair promise, the need to make SOPs so that they have standard provisions for contacting customers if they cannot fulfill repair promises and provide facilities to contact customers. Attribute C1, namely recruiting Customer Service and implementing a 24-hour work shift system to be available if there are complaints via messages or calls, implementing online complaint services for 24 hours to be responsive to answering customer complaints and providing social media accounts that are always updated to provide information about PDAM and responsive when there are complaints from customers online. Attribute B5, namely implementing a work shift system for officers who are available when there are complaints via messages or calls, implementing online complaint services through social media and providing media for customers to submit complaints online such as providing PDAM contact numbers that are always active 24 hours. For further research, it is hoped that it will be able to research to implement the proposed improvements provided and analyze the quality of service after implementing the proposed improvements provided by the author so that the effectiveness of the services that have been implemented can be known.

Community Complaint Services Through Electronic Complaint Channels in Increasing the Effectiveness of Government Affairs Compulsory Basic Services

Democracy requires the government to provide channels for citizens to voice complaints about public services that do not meet expectations, serving as a form of societal oversight. The new public service paradigm emphasizes that the government should serve citizens, not just engage in transactions, and public complaints become important feedback in efforts to improve service quality. However, in Jakarta, the handling of complaints through electronic channels is still suboptimal, reflecting the need for improvements in the local government's commitment to more effective public service delivery. This study aims to analyze public complaint services, supporting and inhibiting factors, and electronic service models to improve the effectiveness of mandatory basic service government affairs in the Special Region of Jakarta. The research method is descriptive qualitative, with data collected from observations, interviews, Focus Group Discussions (FGDs), and documentation studies. Data analysis was conducted through data reduction, data presentation, and drawing conclusions. The study's findings indicate that 1) Electronic public complaint services in Jakarta are not yet optimal in terms of efficiency, availability, fulfillment, privacy, responsiveness, compensation, and contact; 2) Supporting factors include the availability of complaint devices and platforms, while infrastructure, human resources, and public literacy are inhibiting factors; 3) The SERVICOM (Service Improvement through Complaint Management) model was developed with recommendations for filtering and clarifying reports to enhance service effectiveness. The implications of the research findings emphasize the importance of communication, coordination, and improving the competence and responsiveness of CRM officers, along with recommendations to enhance human resources (HR).

Customer Segmentation Using the K-means Clustering Algorithm and Recency Frequency Monetary Model at Pharmaceutical Product Wholesaler

PT Kimia Farma Trading and Distribution (KFTD) is a company engaged in the distribution and trading services of Indonesian health products, on a national scale. In 2022, the company aims to increase sales to be awarded as one of the top 3 national pharmaceutical product distributors by 2024. Their current strategy is to provide customers with delayed payment permission and integrated complaint services. However, the offers and services are the same for all customers which does not consider customer track record hence it is not cost-effective. One way to increase sales is by enhancing customer satisfaction and loyalty by implementing Customer Relationship Management (CRM) strategies. Several strategies can be carried out, namely analysis of associations related to pharmaceutical products, and analysis of customer segmentation and clustering of products. The method used in this study was the K-means clustering algorithm combined with the Recency Frequency Monetary (RFM) model. Experiments showed that the optimal clustering results are 4 therefore they are categorized into 4 customer segments, namely Superstar, Golden, Typical, and Occasional Customers.

Analisis Kausalitas antara Kualitas Produk, Kualitas Pelayanan, dan Loyalitas Pelanggan di PT. FIFGROUP

In the digital era, FIFGROUP must meet customer expectations with fast service. This study analyzes the impact of service complaints on customer loyalty using Smart PLS and Fishbone Diagram for identifying key factors. The research employs a quantitative design with a survey approach to assess the impact of product and service quality on Spektra customer loyalty at FIFGROUP. Utilizing a sample of 100 respondents from Kranggan Cibubur, the study gathers in-depth data through questionnaires and observations. The research procedure involves a two-way model to analyze variable relationships, validity, reliability, and mediation effects, with Fishbone Diagram for identifying and prioritizing main problem causes at FIFGROUP. Improvement in product quality (coefficient 0.261; T-statistic 2.902) and service (coefficient 0.206; T-statistic 2.070) at Spektra FIFGROUP significantly enhances customer loyalty. Resource optimization and service digitalization are crucial for long-term effectiveness.

Customer Complaint Service Business Processes Redesign with Artificial Intelligence Technology Using Business Process Reengineering Approach (Study Case: Ceria BRI Application)

This article analyses the business process redesign of Ceria BRI's customer complaint service using Artificial Intelligence (AI) technology with Business Process Reengineering (BPR) approach. This qualitative research with a post-positivism paradigm reveals that making complaints at Ceria BRI currently uses several channels such as telephone, email, social media, and applications. The problems faced include the high number of complaints that received every month in 2023, and some complaints were resolved over Service Level Agreement (SLA). The proposed solution is to redesign the proposed business process design by applying the four stages of Business Process Reengineering (BPR), namely Visioning-Identifying-Analyzing-Redesigning. These steps aim to improve service quality, grow positive interactions with customers, and enhance the internal performance of the Ceria BRI customer complaint service team.

Design of Internal Supervision Model for Educational Fund Management at the First-Level Middle School in Mamuju Regency

This study is a Research and Development (R&D) study developed by Borg and Gall, aiming to design a model for Internal Supervision in Educational Fund Management at the First-Level Middle School (SMP) in Mamuju Regency. The aspects discussed are the consulting aspect with indicators of socialization of School Operational Assistance (BOS) funds and community complaint services. The internal control system aspect of educational units (SPISP) with indicators of planning, process, and evaluation. The assurance aspect with indicators of review and audit. The research location is all SMPs in Mamuju Regency, consisting of 65 schools, and 30 school principals were selected as respondents. The research data was obtained by providing instruments/ questionnaires through focus group discussions (FGD) with the SMP School Committee, with emphasis on the pre-test and post-test processes. The data analysis technique used is descriptive quantitative and qualitative statistics, as well as N-Gain increase analysis, which shows that the effectiveness of this model design is quite effective with a value of 0.7.

The Role of Public Relations and the Positive Image of Regional Owned Enterprises (BUMD)

Public relations is a party that can connect a company with the community to create reciprocal communication and establish good relationships. This research aims to determine how BUMDs carry out their public relations role and create a positive image for the company. This research uses a qualitative descriptive analysis method. Interviews, observation, and documentation were carried out using data collection methods. The theory used in this research is the Role Theory of Public Relations. The research results show that the role of Regional Drinking Water Company (PDAM) Tirtajati Public Relations is to provide comfort, understanding, information, and solutions to customers. Public Relations of PDAM Tirtajati collects aspirations and complaints and then connects them to related fields. Several inhibiting factors, such as insufficient services, impacted the community's negative response. Public Relations of PDAM Tirtajati strives to provide excellent service, establishes good communication with customers, provides complaint services via WhatsApp Center and Social Media to make it easier for the public, and establishes external communication with other agencies or organizations, public relations also provide explanation of the problems that occur, then offers solutions and treatments to resolve issues.

Customer Relations Management Strategy (CRM) in Handling Customer Service Complaints To Increase Customer Satisfaction

Customer Relations Management Strategy (CRM) in Handling Customer Service Complaints To Increase Customer Satisfaction

Portrait of e-Government Implementation in Public Complaints Services in Indonesia

Public complaints are a form of public services provided by governments. Its function is to facilitate the public in submitting complaints related to public services. Public complaint channels: SMS, telephone number, email, form, and website. Based on website searches, various implementations of complaints were found in government websites. They are vary in term of number and implementation. For example, one website provides 2 channel, other website provides none. Two website provide 2 channel, but differs in attributes. Apart of this diversity, the portrait of implementing public complaints is unexplored. This research aims to map the implementation of public complaints in provincial governments in Indonesia. Official website is used as primary data. Documentation and website analysis is conducted to each websites. Keywords, such as complaints, complaints, public services, and public complaints, are used in website content analysis. The content analysis is classified into the Gartner stage model: presence, interaction, transaction, and transformation. The results show that of the 38 provincial governments, 6 provincial governments are at the presence stage, 23 at the interaction stage, 4 at the transaction stage, and 5 provincial governments at the transformation stage.

Hosting Service Complaints, Claims, and Suggestions for Accommodation Management

Objective: The objective of the research was to analyze the management of complaints, claims and suggestions regarding the service provided in lodging establishments in Sullana, Peru. Theoretical reference: A complaint arises from the client and involves a state of dissatisfaction caused by a failure in the service provided. Managing complaints, claims and suggestions that arise in a lodging establishment is a key aspect when it comes to providing better service, since the focus should be on the client and on satisfying each of his needs. Method: The methodology is a basic, non-experimental, descriptive and cross-sectional design, with a non-probabilistic sampling by convenience and intentional, the sample was made up of 11 lodging establishments in the district of Sullana, which responded to items with a Likert scale. Results and conclusion: The results indicate that the complaints, claims and suggestions come from the service provided in the established time considering that the clients will make the claim orally to the waiters in the case of food service and if it is for the rooms they will resort to the receptionists, the registration of claims does not happen in all cases, on the other hand, there are clients who prefer not to present the claim to the personnel, and tend to transmit it to other people generating negative comments that affect the image of the establishment. Research implications: The study invites us to rethink whether or not to ignore an incident. An important fact is to accompany the solution with some kind of compensation; it can have a valuable effect on the customer, turning him from a dissatisfied customer into a loyal customer. However, the absence of complaints does not always indicate full satisfaction. Originality/Value: This study contributes to the literature on the management of complaints and claims for the improvement of service in lodging establishments, which will make it possible to anticipate future incidents.

The Effectiveness of the SP4N-LAPOR! as a National Public Service Complaint Management Application

The implementation of the National Public Service Complaint Management System-Online Aspiration and Complaints Service (or Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional- Layanan Aspirasi dan Pengaduan Online a.k.a SP4N-LAPOR!) as a national public service complaint management application is still facing several problems. Ministry of State Apparatus Empowerment and Bureaucratic Reform (or Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi a.k.a KemenPANRB) as a national admin of the SP4N-LAPOR! carries out monitoring and evaluation duties at the national level and forwards the reports to each government agency, thus playing an essential role in the effectiveness of SP4N-LAPOR!. This research aims to determine the effectiveness of implementing public service complaint management in the SP4N-LAPOR! by KemenPANRB in 2021. Qualitative and descriptive approaches as well as interview observation and documentation were used to collect data. The findings in the research show that the SP4N-LAPOR! has been planned and arranged according to applicable regulations. However, in practice, the implementation of SP4N-LAPOR! has not been optimal due to several factors: commitment, coordination, technical and operational capabilities, technology, and community involvement.

Legal Protection for Consumers on the Right to be Heard Regarding Indihome Service Complaints on Twitter

This study discusses consumer complaints regarding indihome services via DM indihome twitter which were not immediately responded to by customer service. The formulation of the problem is first, how is the legal protection for consumers for the right to be heard regarding complaints about indihome services on twitter?, second, how can indihome consumers make complaints if the right to be heard regarding is violated by TELKOM?. This study uses normative legal research with statutory and conceptual approaches. Research objects include the Civil Code, Law Number 8/1999 concerning Consumer Protection, Law Number 36/1999 concerning Telecommunications, Indihome Subscription Agreement. Collection techniques include literature study and document study. Data analysis was descriptive qualitative. The results of the research, first, preventive legal protection are regulated in Article 4 letters c and d UUPK concerning consumer rights, Article 7 letters b, c, d UUPK regarding obligations of business actors and indihome subscription agreements regarding consumer rights and obligations of business actors. Repressive legal protection is regulated in Article 19 paragraph (1) and paragraph (2) of the UUPK and Article 15 paragraph (1) and paragraph (2) of the Telecommunications Law in the form of providing compensation if business actors harm consumers. Second, efforts to make complaints that can be made by indihome consumers through consumer protection agencies (BPKN, LPKSM, BPSK), if they are not successful, consumers can file a lawsuit with the court as specified in Article 45 paragraph (4) UUPK.Keywords: Consumers, Complaints, Indihome, Legal Protection AbstrakPenelitian ini membahas pengaduan konsumen terkait layanan indihome melalui DM twitter indihome yang tidak segera direspon oleh customer service. Rumusan masalah yaitu pertama, bagaimana perlindungan hukum bagi konsumen atas hak untuk didengar terhadap pengaduan layanan indihome di twitter?, kedua, bagaimana upaya pengaduan yang dapat dilakukan konsumen indihome apabila hak untuk didengar dilanggar oleh pihak TELKOM?. Penelitian ini menggunakan penelitian hukum normatif dengan pendekatan perundang-undangan dan pendekatan konseptual. Objek penelitian meliputi KUHPerdata, UU Nomor 8/1999 Tentang Perlindungan Konsumen, UU Nomor 36/1999 tentang Telekomunikasi, Perjanjian Berlangganan Indihome. Teknik pengumpulan meliputi studi pustaka dan studi dokumen. Analisis data secara deskriptif kualitatif. Hasil penelitian, pertama perlindungan hukum secara preventif diatur dalam Pasal 4 huruf c dan d UUPK tentang hak konsumen, Pasal 7 huruf b, c, d UUPK tentang kewajiban pelaku usaha serta perjanjian berlangganan indihome tentang hak konsumen dan kewajiban pelaku usaha. Perlindungan hukum secara represif diatur dalam Pasal 19 ayat (1) dan ayat (2) UUPK serta Pasal 15 ayat (1) dan ayat (2) UU Telekomunikasi berupa pemberian ganti kerugian apabila pelaku usaha merugikan konsumen. Kedua, upaya pengaduan yang dapat dilakukan konsumen indihome melalui lembaga perlindungan konsumen (BPKN, LPKSM, BPSK), jika tidak berhasil, konsumen dapat mengajukan gugatan ke pengadilan sebagaimana diatur dalam Pasal 45 ayat (4) UUPK.Kata kunci: Indihome, Konsumen, Pengaduan, Perlindungan Hukum.

The Influence of Digital Literacy and Information Technology on the Use of SP4N LAPOR!

The National Public Service Complaint Management System - People's Online Aspiration and Complaint Service (SP4N-LAPOR) is integral to Indonesia's governance framework, facilitating citizen participation and grievance redressal. This study examines the dynamics of citizen engagement through SP4N-LAPOR in 2023, revealing a significant 30% increase in complaints totaling 176,853, primarily directed at Ministries/Institutions rather than Regional Governments, highlighting uneven awareness and utilization at the local level. The research focuses on East Kotawaringin Regency, Central Kalimantan Province, assessing the impact of digital literacy and community information technology use on SP4N-LAPOR adoption. Utilizing random sampling and multiple linear regression analysis, findings indicate substantial influences: digital literacy (X1) significantly affects engagement (t = 2.039, p < 0.05), as does community information technology use (X2) (t = 9.512, p < 0.001), jointly explaining 49.7% of SP4N-LAPOR usage variance. This underscores the imperative to enhance digital literacy and promote IT accessibility to bolster public interaction with SP4N-LAPOR, offering actionable insights for policy and practice to improve governance responsiveness nationwide.

Quality of Complaint Services through the Lapor Website at Departement of Education the East Java Provincial

The development of an Electronic Based Government System is an embodiment of improving the quality of public services. The LAPOR website is a national electronic-based complaint management system that can be accessed by all Indonesian people. The existence of LAPOR mandates that the management of complaint services in every government agency in Indonesia must be integrated with LAPOR, At department of east java provincial education service. The LAPOR website is the most widely used media by the people of East Java in sending complaints to at Departement of Eduaction The East Java Provincial. However, in reality there are still some complaints from the public about the services provided through LAPOR website. The purpose of this research to determine the quality of complaint services through the LAPOR website at Departement of Education The East Java Provincial. This research uses a qualitative approach with data collection techniques through observation, interview, and documentation. The results showed that the quality of complaints service through the LAPOR Website using the four objectives of the Electronic Service Quality theory study was of high quality but not optimal, because there were still several complaints whose follow-up did not run optimally and there were several complaints that experienced delays in the follow-up of further complaints.

Analysis of the Effectiveness of Based Public Services Information and Communication Technology (ICT)

This research is entitled: Analysis of the Effectiveness of Public Services Based on Information and Communication Technology (ICT): Study of the National Public Service Complaint Management System for People's Online Aspiration and Complaint Services (SP4N LAPOR) at the Communication and Information Service of the Riau Islands Province. The aim of the research is to determine the effectiveness of public services that utilize information and communication technology (ICT) with the SP4N LAPOR Application service at the Riau Islands Province Communication and Informatics Service (Diskominfo). The SP4N LAPOR Application is an application that can be used for category purposes. reporting in the form of aspirations and appreciation, as well as requests for public information and complaints and reports in the reporting completion category. and one of the government's efforts to provide high-quality public services for the community. In measuring the level of program effectiveness, researchers used Champbel theory (in Mutiarin and Arif, 2014). Also this research is descriptive in nature by applying qualitative methods. Informants were determined by applying purposive sampling techniques. In data collection, research instruments were used, including field observations and interviews with several informants. Then documentation studies are used for the documents in the research. Meanwhile, data analysis techniques are carried out through data reduction, displaying data and drawing conclusions on research that has been carried out. In the research results, it was found that the effectiveness of ICT- based public services with the SP4N LAPOR application in the Riau Islands Province Communication and Information Service (Diskominfo) was running quite effectively, although there were a number of obstacles, including limited reliability human resources in the field of information technology and obstacles. others in the form of the Riau Islands Provincial Government, especially Diskominfo, do not yet have an Information and Communication Technology (ICT) master plan and an Electronic Based Service System (SPBE) architecture.

Rancang Bangun Layanan Pengaduan Wisata Berbasis Web Dengan Pendekatan UML Pada DINBUDPAR Rembang

Rembang Regency has approximately 39 tourist attractions, where these tourist spots were found to have numerous visitors each month in 2023. This is crucial in boosting the country's foreign exchange earnings. However, public service management at the Rembang Regency Department of Culture and Tourism still employs conventional methods perceived as inefficient and time-consuming, especially in the complaint handling service. Whereas complaints services can be a forum for tourists or the surrounding community to contribute in providing complaints about the tourist attractions they visit. Therefore, researchers leverage technological advancements to design a web-based tourism complaint service information system for the relevant department. Using UML modeling method, CodeIgniter framework version 3, Bootstrap version 4.4.1, PHP programming language, HTML, CSS, JavaScript, and MySQL for database connectivity, this research aims to be implemented so that the department can efficiently manage complaint services and respond promptly.