Design Of A Web-Based Information System For Managing Customer Payment Complaints And Objections At PDAM Bandung

The management of customer complaints and payment objections is an important aspect of maintaining public service quality in a clean water supply company. At PDAM Tirtawening Kota Bandung, Service Area 4, this process is still carried out semi-manually, causing various service constraints. This study aims to design a web-based information system that integrates the management of customer complaints and payment objections at the company. The research employed a descriptive method with a qualitative approach, through observation, interviews, and documentation studies of customer complaint data for the second quarter of 2026. The system was developed using the Waterfall method, covering requirements analysis, system design, implementation, testing, and maintenance. The results show that the number of customer complaints and payment objections from April to June 2026 reached 544 tickets in April, 316 in May, and 260 in June, totaling 1,120 tickets during the second quarter of 2026, with payment objections/billing as the most frequent category (469 tickets). The system was successfully implemented using PHP, HTML, CSS, and a MySQL database, featuring login, online complaint submission, photo evidence upload, payment objection submission, admin verification, field inspection, status tracking, and complaint proof printing. The database design was also equipped with Verification and Report entities that connect the complaint, objection, admin, and field-officer processes in an integrated manner, consistent with the data flow diagrams. Black Box Testing results indicate that all main system functions operate according to user requirements and are declared valid. This system is expected to improve the efficiency, transparency, and service quality of PDAM Tirtawening Kota Bandung Service Area 4 for its customers.