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Penelitian ini merancang dan mengimplementasikan sistem informasi complaint and feedback berbasis web untuk meningkatkan kualitas layanan publik. Metode yang digunakan adalah Waterfall, pemodelan UML, implementasi Laravel dan Filament, serta evaluasi fungsi dengan Black Box testing. Hasil menunjukkan peningkatan pengajuan komplain, percepatan tindak lanjut, serta transparansi dan akuntabilitas layanan desa.",{"@graph":14,"@context":73},[15,34,56],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/id/document/","Document",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/id/document/penelitian-laporan/","Penelitian & 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Perancangan dan ImplementasiArsitektur Sistem Informasi Complaint and Feedback Berbasis Web untuk Optimasi Layanan Publik Desa\u003Cbr>(Studi Kasus Desa Bitung Sari)\u003Cbr>Muhammad Ikhsanudin1, Endah Murtiana Sari 2*, Silviana Windasari 3\u003Cbr>Department Information System, Faculty of Computer Science, Universitas Sains Indonesia, Bekasi,\u003Cbr>West Java, Indonesia\u003Cbr>Department Industrial Engineering, Faculty of Engineering, Universitas Sains Indonesia, Bekasi, West\u003Cbr>Java, Indonesia\u003Cbr>Department of Electrical Engineering, Faculty of Engineering, Universitas Sains Indonesia, Bekasi, West\u003Cbr>Java, Indonesia\u003Cbr>[Email author:](Email author: muhammadikhsanudinskipsi2001@gmail.com1)[ ](Email author: muhammadikhsanudinskipsi2001@gmail.com1)[muhammadikhsanudinskipsi2001@gmail.com](Email author: muhammadikhsanudinskipsi2001@gmail.com1)[1](Email author: muhammadikhsanudinskipsi2001@gmail.com1), [endah.murtiana@sains.ac.id](endah.murtiana@sains.ac.id2)[2](endah.murtiana@sains.ac.id2),\u003Cbr>[silviana.windasari@lecturer.sains.ac.id](silviana.windasari@lecturer.sains.ac.id3)[3](silviana.windasari@lecturer.sains.ac.id3) |  |\n| --- | --- |\n| Article Info\u003Cbr>Article history:\u003Cbr>Received May 7, 2026 Revised May 17, 2026 Accepted May 22, 2026\u003Cbr>Keywords:\u003Cbr>Complaint and feedback, Web,\u003Cbr>Public Service, Information System, Waterfall.\u003Cbr>Corresponding Author: | Public service is a core right of every citizen that should be fulfilled by the government, including at the community level (village). However, the management of local community complaints in Bitung Sari Village, In Bogor Regency, the system remains manual, which causes delays in addressing complaints, suboptimal efficiency, and suboptimal documentation of public grievances. This paper seeks to develop and implement a web-based complaint and feedback system to enhance the quality of public services at the village level. The present study employs the Waterfall approach, which consists of requirement analysis, system planning using Unified Modeling Language (UML), implementation through the Laravel framework and Filament platform, as well as functional evaluation using the Black Box testing technique. Data for this study were gathered through literature studies, interviews with village authorities, and discussions with local residents, and observations of the service process prior to system implementation. The results of this study demonstrate that the system enhances the submission of complaints, accelerates the follow-up process, and enhances the transparency and accountability of public services. Therefore, this system can serve as a digital solution for village public service delivery and has the capability tobe implemented in other areas facing similar conditions issues.\u003Cbr>ABSTRACT |\n| Endah Murtiana Sari,\u003Cbr>Universitas Sains Indonesia, Bekasi, West Java, Indonesia\u003Cbr>Jl. Akses Tol No. 50, Gandasari, Cibitung, Kabupaten Bekasi, Jawa Barat 17530, Indonesia. Email: [endah.murtiana@sains.ac.id](endah.murtiana@sains.ac.id)\u003Cbr>|  |\n\n\n|  | 281 |\n| --- | --- |\n\n\n| Perancangan dan Implementasi Arsitektur Sistem Informasi Complaint and Feedback Berbasis Web untuk OptimasiLayanan PublikDesa\u003Cbr>(StudiKasus Desa Bitung Sari)\u003Cbr>Muhammad Ikhsanudin1, Endah Murtiana Sari 2*, Silviana Windasari3 | 282 |\n| --- | --- |\n\n\n|  | 283 |\n| --- | --- |\n\n\n| Perancangan dan Implementasi Arsitektur Sistem Informasi Complaint and Feedback Berbasis Web untuk OptimasiLayanan PublikDesa\u003Cbr>(StudiKasus Desa Bitung Sari)\u003Cbr>Muhammad Ikhsanudin1, Endah Murtiana Sari 2*, Silviana Windasari3 | 284 |\n| --- | --- |\n\n|  | 285 |\n| --- | --- |\n\n| No | Menu | Skenario yang Diuji | Hasil yang Diinginkan | Hasil |\n| --- | --- | --- | --- | --- |\n| 1 | Halamanutama | Mengakses halaman utama dan melihat feedback desa | Dapat mengakses halaman utama dan melihat feedback desa | Sukses |\n| 2 | Login\u003Cbr>masyarakat | Masyarakat mengklik login masyarakat dan menuju halaman login serta memasukan NIK, tanggal lahir dan kode. | Masyarakat berh","cbCaibeWW6aCYdli","https://ap.wps.com/l/cbCaibeWW6aCYdli","pdf",552759,14,"Indonesian","# Latar Belakang\n## Permasalahan Pengelolaan Komplain Manual\n# Metode Penelitian\n## Waterfall dan Perancangan UML\n## Implementasi Laravel dan Filament\n## Pengujian Black Box\n# Hasil dan Pembahasan\n## Pengujian Skenario Admin dan Masyarakat","[{\"question\":\"Mengapa sistem complaint dan feedback berbasis web diperlukan di Desa Bitung Sari?\",\"answer\":\"Pengelolaan komplain masih manual sehingga terjadi keterlambatan penanganan, efisiensi yang kurang optimal, serta dokumentasi keluhan yang belum baik.\"},{\"question\":\"Bagaimana metode pengembangan sistem yang digunakan dalam penelitian ini?\",\"answer\":\"Penelitian menggunakan pendekatan Waterfall yang mencakup analisis kebutuhan, perencanaan sistem dengan UML, implementasi, serta evaluasi fungsi menggunakan Black Box testing.\"},{\"question\":\"Apa dampak yang ditunjukkan oleh sistem terhadap layanan publik desa?\",\"answer\":\"Sistem meningkatkan kemudahan pengajuan komplain, mempercepat proses tindak lanjut, serta memperbaiki transparansi dan akuntabilitas layanan publik.\"}]","Perancangan dan Implementasi Arsitektur Sistem Informasi Complaint and Feedback Berbasis Web untuk Optimasi Layanan Publik Desa - Studi Kasus Desa Bitung Sari | PDF",22]