Published Paper Details:

In today's environment, citizens satisfaction and loyalty are crucial factors that directly impact the success and sustainability of organizations. One of the key challenges faced is effectively managing and resolving citizen complaints in a timely and efficient manner. Many citizens feel dissatisfied when they experience delays in service or lack clear channels for filing complaints, leading to potential loss of loyalty and time of the citizens. These issues will be resolved by Online Complaint Management System. This innovative system is a comprehensive solution designed to address the challenges face in handling complaints effectively. Recognizing the importance of citizens satisfaction and loyalty, this system helps to streamline the complaint handling process. The system features automated complaint classification and routing to the relevant department, as well as a mechanism to identify and prevent duplicate complaints. The system significantly reduces the time and procedures involved in complaint handling, enhances the channels for filing complaints, and improves progress reporting and tracking of complaint status. This innovative system aims to enhance citizens satisfaction by providing a user-friendly and efficient platform for managing and resolving complaints