University’s Service Delivery Improvement Through a DSS-enabled Client Feedback System

The expansion of products and services on a global scale demands the improvement of an organization’s performance. In addition to addressing the challenges of improving product and service delivery, companies must focus not only on meeting customer expectations but also on surpassing them. Consequently, valuing the opinions of clients, giving the best client experience, and measuring client satisfaction are deemed vital not only for the company’s survival but also for gaining a competitive edge for the organizations in the wired communities. It is because of these premises that the Client Feedback System was developed in this study for the university’s service delivery improvement. This system captured the results of the Client Satisfaction Survey for School Year 2015-2016 to School Year 2020-2021. Interpretation of these captured data were made and action for the improvement of service delivery for each department in this university was recommended using the Decision Support System (DSS) technique. The system was created using the Rapid Application Development (RAD) method and utilized various software and technologies such as HTML, CSS, and JavaScript for the front-end development, MySQL and PHP for the back-end, and Apache as the local server of the system during its development and pilot testing.

@article{Tapado2023,
  title     = {University’s Service Delivery Improvement Through a DSS-enabled Client Feedback System},
  journal   = {International Journal of Advanced Computer Science and Applications},
  volume    = {14},
  number    = {7},
  year      = {2023},
  publisher = {The Science and Information Organization},
  author    = {Belen M. Tapado and John Gregory M. Bola and Erickson T. Salazar and Zcel T. Tablizo},
  doi       = {10.14569/IJACSA.2023.0140721},
  url       = {https://doi.org/10.14569/IJACSA.2023.0140721}
}