Development of a Complaint System to Improve Services for Senior High School Students

Juandana Kawuladini Putra : Universitas Doktor Nugroho Magetan , Muhammad Rifqi Fadhlan Rahmatullah : Universitas Doktor Nugroho Magetan
Submitted: 11-08-2026 || Accepted: 30-09-2026 || Published: 30-09-2026

Abstract


Improving the efficiency and transparency of school services in the digital era requires complaint handling that is documented accurately and coordinated across units. This study developed a website-based student complaint system for SMAN 1 Babadan, Ponorogo, as a strategic step to ensure that every student is heard and receives an appropriate response. The research applied a research and development approach within the System Development Life Cycle using the Waterfall model, comprising analysis, design, implementation, testing, and maintenance. The system design was expressed through Unified Modeling Language diagrams, namely use case, activity, sequence, and table relationship diagrams, while the implementation used the PHP CodeIgniter framework with a MySQL database. The development itself followed three stages: requirement planning, system design, and implementation. Black-box testing involving students and administrators showed that all system functions, including login, student data management, complaint submission with file attachments, follow-up status recording, and report printing, operated as required. User acceptance testing conducted by the appointed school assessor produced a total score of 41 out of a maximum of 50, or 82%, which falls into the Very Good category. The developed system was therefore feasible for supporting student complaint services.


Keywords


Complaint System; High School Students; Website; Waterfall Model; User Acceptance Testing.

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References


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DOI: https://doi.org/10.30596/jcositte.v7i2.31953

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