Mobile complaint management system (MOCAS)

Abstract

Mobile Complaint Management System (MOCAS) is a mobile application that have been developed to increase the efficiency of addressing complaints by using a smartphone which is portable and handy. MOCAS is developed for the Universiti Teknologi MARA (UiTM) Cawangan Terengganu Kampus Kuala Terengganu management where they are still practicing traditional way in storing data. The current business process is conducted by filling a physical form by the complainant which it takes time for the complainant to go to the college office to do so. Also, the manual method can lead to the difficulties in gathering certain data for references. The staff takes at least two weeks to gather each complaint into each category because they do not have a proper database but a log book. MOCAS project is built by implementing Extreme Programming which is derived from Agile Software Development Model, and Ionic framework. While the design of MOCAS was done by adapting User Experience (UX) concept. A questionnaire has been provided for user and expert evaluation on this project development. It consists of demographic information and five sections which are perceived usefulness, functionality, usability, user experience, and satisfaction. The highest mean of the user evaluation is perceived usefulness, 4.37, where A1 and A5 stated that the system application would help them to improve their job performance and it is easy to complete their job. MOCAS was evaluated by 10 experts and 120 respondents. The experts are lecturers while the respondents are the students of UiTM.