A Web-Based Customer Satisfaction Survey System for Local Government Unit: Design, Implementation, and ISO/IEC 25010 Quality Evaluation

Abstract

Measuring customer satisfaction is important for assessing local government units (LGUs) public service performances, including rural health services, environmental and natural resource management, and municipal engineering and infrastructure operations. Old paper-based feedback techniques can be ineffective and limit immediate examination. Using the Basic Chevron Process model, this project creates a web-based Customer Satisfaction Survey System (CSSS) for the Municipality of Madridejos. Survey management, data visualization dashboards, and mobile accessibility are features included in the Customer Satisfaction Survey System. Three intentionally chosen information technology (IT) professionals assessed the system. The USE questionnaire (Usefulness, Satisfaction, and Ease of Use/Learning), the ISO/IEC 25010 Software Quality Model for software properties, and a system functionality survey in line with the study's goals were among the evaluation tools. Mean (M) ratings were calculated using descriptive statistics. Both informed consent and ethical approval were acquired. According to expert review, the CSSS is very functional; all functioning indicators received an average value of 5.0 (Excellent). High performance was demonstrated by ISO/IEC 25010 quality qualities M=4.20 (Very Satisfactory), with Reliability receiving the highest score M=4.50 (Very Satisfactory), Strong usability M=4.30 (Very Satisfactory), and the best score in Ease of Learning M=4.60 (Very Satisfactory) were reported by the USE questionnaire. The technology was found by the experts to be effective at showing survey data, responsive, and available online. Strong usability and functional performance were displayed by the CSSS, suggesting that it is appropriate for processing LGU customer feedback. The results point to increasing covered departments, improving security features, and adding advanced analytics for wider governmental deployment as the main areas of future development.