Pengembangan Sistem Informasi Pelayanan Pengaduan Masyarakat di Desa Bangbang Berbasis Website

Abstract

This study aims to develop a web-based Community Complaint Service Information System in Bangbang Village, Bali, to overcome documentation problems and improve the efficiency of the conventional complaint mechanism. The existing process faced limitations in complaint recording, data management, and monitoring, resulting in less effective public service delivery. The system was developed using the Waterfall model, consisting of requirements analysis, system design, implementation, and testing stages. System functionality was evaluated using Black Box Testing, while usability was measured using the System Usability Scale (SUS) involving 30 respondents, including 5 village officials and 25 community members. The results indicate that all system functions operate according to the designed requirements and support systematic complaint management. The usability evaluation produced an SUS score of 92 from the village official group and 87.8 from the community group, both categorized as Excellent. These findings demonstrate that the developed system can serve as an effective official complaint platform to improve transparency, accessibility, and efficiency of public services at the village level. The implementation of this system is expected to support better communication between the community and village government through a structured and technology-based complaint management process.