Design and Development of Customer Satisfaction Survey system

Abstract

This study focused on design and development of Customer Satisfaction Survey system. The project aimed to develop a dedicated Customer Satisfaction Survey (CSS) system to address challenges such as delayed reporting and scattered feedback data across campuses. Using the Rapid Application Development (RAD) model, the system was designed, prototyped, and developed with technologies including Flutter, HTML, JavaScript, Android Studio, and phpMyAdmin. The system was evaluated by 357 respondents, including IT experts, CSS heads, and customers, using an adapted ISO 25010 Software Quality Standards checklist. Results showed that the system was rated as "Highly Acceptable" across eight key quality attributes: functional suitability, performance efficiency, compatibility, usability, reliability, security, maintainability, and portability, with an overall weighted mean of 4.67. The findings confirm that the developed system effectively meets user needs, enhances feedback management, and supports organizational quality improvements through a more efficient, technology-driven approach.