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All Journal Sistemasi: Jurnal Sistem Informasi IJCIT (Indonesian Journal on Computer and Information Technology) Jurnal Teknik Komputer AMIK BSI Techno Nusa Mandiri : Journal of Computing and Information Technology INTI Nusa Mandiri Informatics and Digital Expert (INDEX) Jurnal Responsif : Riset Sains dan Informatika Paradigma NUSANTARA: Jurnal Pengabdian Kepada Masyarakat Media Teknologi dan Informatika Indonesian Community Service Journal of Computer Science (IndoComs)
Fani Nurona Cahya
Universitas Bina Sarana Informatika
Humanities Computer Science & IT Electrical & Electronics Engineering Engineering Environmental Science Social Sciences

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PENGEMBANGAN SISTEM PENGADUAN MASYARAKAT BERBASIS WEB PADA KANTOR DESA BABAKAN Siti Nurajizah; Rifa Nurafifah Syabaniah; Fani Nurona Cahya; Elin Panca Saputra; Tiara Iswanti Sudrajat; Widi Intan Priyanti; Balqis Mulia Septiany
INTI Nusa Mandiri Vol. 21 No. 1 (2026): INTI Periode Agustus 2026
Publisher : Lembaga Penelitian dan Pengabdian Pada Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33480/inti.v21i1.8386

Abstract

The development of information technology encourages village governments to provide public services that are more efficient, transparent, and accessible, including complaint management. In Babakan Village, complaints are still submitted through RT/RW administrators or direct visits to the village office, causing slow responses, difficulties in tracking status, and risks of data loss. This study aims to design and develop SIPEMAS, a web-based public complaint information system that supports online complaint submission, complaint data management, officer responses, and status tracking. The research used the Waterfall software development model consisting of requirement analysis, system design with UML, implementation using PHP with CodeIgniter 3 and MySQL, verification through black-box testing, and maintenance planning. Requirement data were obtained through observation of the existing complaint process, interviews with village officers, and document study. The developed system provides role-based access for citizens and officers, complaint submission with supporting evidence, complaint management, response input, and report recapitulation. Black-box testing on eight main functional scenarios showed valid results for all tested functions (8/8; 100%). A user satisfaction survey showed that 69% of respondents were satisfied with the public complaints system. Therefore, SIPEMAS can support structured complaint management, improve transparency through status tracking, and strengthen the security and documentation of complaint data in Babakan Village.
Co-Authors Agus Salim Aprilliyanti - Bakhtiar Rifai Balqis Mulia Septiany Dwi yuni Utami Dwiza Riana Hikmatulloh Hikmatulloh Indri Ekadewi Irwan Herliawan Muhamad Abdul Ghani Nila Hardi Normah Normah Panca Saputra, Elin Pratiwi Indah Widiastuti Rangga Pebrianto Rifa Nurafifah Syabaniah Siti Nurajizah Siti Nurhasanah Nugraha Sri Hadianti Tiara Iswanti Sudrajat Tika Adilah M Verra Sofica Widi Intan Priyanti