The Development of an ITIL-Based Customer Service Complaint Handling System
DOI:
https://doi.org/10.55382/jurnalpustakadata.v6i4.2015Kata Kunci:
Airport, ITIL, CS, incident managementAbstrak
The customer complaint handling process at Depati Parbo Kerinci Airport is currently managed manually and through conventional means. This triggers various obstacles, such as difficulties in monitoring follow-up status, delays in information distribution, and the absence of a centrally integrated complaint history documentation. This study aims to evaluate the ongoing customer service workflow while simultaneously developing a digital-based complaint handling system. The system was developed using the Waterfall method combined with the Information Technology Infrastructure Library (ITIL) framework, specifically focusing on the Incident Management domain. System testing using the black-box testing method demonstrates that all main features of this web-based platform function properly in accordance with operational requirements. The designed system successfully integrates the processes of complaint reporting, tracking follow-up status, and validating problem resolution. The implementation of this ITIL Incident Management-based digital platform has successfully transformed the complaint governance from manual to more systematic, organized, and quickly accessible, thereby supporting the continuous improvement of airport service quality.
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