Improving user complaint management system and satisfaction level via reader-friendly linguistic features

摘要

This survey was done due to high non-satisfaction level of a usage system, known as e-Aduan, an electronic system used to generate electrical, mechanical, telecommunication, civil, landscape, infrastructure or facilities management complaint from user. e-Aduan is subscribed and handled by Universiti Teknologi Mara (UiTM), for all developers of 7 Private Fund Institution (PFI) Campuses located throughout Malaysia which mostly are one year established. This exploratory research found 67% of the total 168 respondents have never used e-Aduan. Some of the reasons raised were because users were not familiar with the service, the system was not user friendly and it was difficult to access. This survey also revealed 55% users of e-Aduan were dissatisfied in using it. Thus, this study recommended restructuring the Service Operating Procedure (SOP) of this system besides improving the system via reader-friendly linguistic features as an approach to enhance the quality of the service as well as customer satisfaction level when using the system. Suggestion for future research includes the participation of respondents from all UiTM PFI Campuses.