<![CDATA[ Patient complaint management is an important effort to improve healthcare service quality. At Tenayan Raya Public Health Center, complaint management is still conducted manually, causing difficulties in recording, monitoring, and following up patient complaints in an integrated manner. This study aimed to develop a web-based patient complaint management system to support effective complaint submission, management, and resolution processes. The study used a Research and Development (R&D) approach with the System Development Life Cycle (SDLC) Waterfall model, consisting of requirements analysis, system design, implementation, testing, and maintenance stages. Data were collected through observation, interviews, and documentation. System evaluation was conducted through functional testing and feasibility testing involving 30 respondents. The results indicated that the developed system successfully provided essential features, including user registration and login, online complaint submission, satisfaction assessment, complaint history and status tracking, and an administrator dashboard for complaint management and follow-up monitoring. Functional testing showed that all features operated according to user requirements, while feasibility testing achieved a 100% score, indicating that the system was highly feasible. The developed system supports a more effective, structured, and well-documented complaint management process to improve healthcare service quality.]]>
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