Table

Republic of the Philippines
North Eastern Mindanao State University – Cantilan Campus

Cantilan, Surigao del Sur
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
APPROVAL SHEET
The special project attached here to, entitled COSTUMERS FEEDBACK

SYSTEM FOR NEMSU CANTILAN CAMPUS prepared and submitted by: Sherry
Rose L. Pateno, Juspher Angelo S. Plaza, Abegail A. Saliva, Alsheil F. Sugian,
Allan Geo A. Urmenita, in partial fullfillment for the degree of BACHELOR OF
SCIENCE IN INFORMATION TECHNOLOGY, is hereby recommended for approval.
CLYDE CHECTOPHER A. TIU

Adviser
_______________________________________________
APPROVED by the committee for Oral Examination with a grade of

PASSED.
MS. JAYPEE P. JULVE, MSCS
Chairman
MR. JEHU ROEH C. REBUNIAL, DIT-CAR SHARON A. BUCALON,
MIT
Member Member
JENNIFER L. OROZCO, MST-EDTech JEMIMAH MAE C. SERING
Member Member
______________________________________________
_
This special project is approved in partial fulfillment of the requirements for the
degree, BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY this November,
2022.
ii
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
MS. JAYPEE P. JULVE, MSCS
Chair
ACKNOWLEDGEMENT
The proponent would like to extend their special thanks to the following person
who contributed and helped them to accomplish project:
To the Almighty God for giving their blessings opportunities, knowledge, strength,
confidence, protection and most of all for guiding them make this project successful.
The BS. Information Technology faculty and to their capstone project
instructor Ms. Jaypee P. Julve, for his patience, effort, and instruction just to make the
system run properly;
The panelist, MR. JEHU ROEH C. REBUNIAL, DIT-CAR, SHARON A.
BUCALON, MIT, JENNIFER L. OROZCO, MST-EDTech, JEMIMAH MAE C. SERING,
for criticism, suggestions and recommendation;
Their adviser, Mr. Clyde Chectopher A. Tiu for the supervision and guidance
that her generously give and for spending her time in checking their paper to make it
presentable;
Lastly, to their parents, siblings, and relatives for the full support in every step
they took especially for their understanding and affection.
iii
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
ABSTRACT
The Customer’s Feedback System is a system that fits to customers who
have concerns in university services. In the present, NEMSU Cantilan Campus
uses manual ways to send complaints, suggestions, and compliments. The
system has two different interfaces for the user and admin for them to
communicate in easeful manner. The project used the development design and
conforms to then Rapid Application Development (RAD) approach. On the
customers and admin’s acceptability particularly on “Efficiency” which garnered
the highest grand mean among items. This means that the system responds
immediately to the feedback being sent by the user. On the security level the
item “The system has its security level access with pre-determined action” has
garnered the second-highest mean. This means that the system supported an
advance action when the users entered the system. On usability level, it
garnered the highest grand mean. This means that the system is user friendly.
This means that the system entered in the standard of portability where it is very
efficient and accurate. Lastly, on the reliability level, the system made works on
any device so it is easier to change system errors. The researcher concluded
that the idea and its purpose are efficient, secure, useful, portable, functional,
maintain, and reliable to both customers and the admin’s device which have
iv
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
plenty of help. This system is recommended to be implemented in the NEMSU
Cantilan Campus in Cantilan, Surigao del Sur.
DEDICATION
This unique project is dedicated to the proponent’s family and friends who
continues to believe in them, offered assistance, and help them overcome
obstacles so that the proponents can complete this project and fulfill their aim.
The researchers appreciate you for your love and support, as well as for the
heartwarming advice you gave to keep going even though they faced many
challenges in accomplishing this project.
To the faculty and staff of North Eastern Mindanao State University-
Cantilan Campus. Above all, the researchers are grateful to God Almighty, who
has abundantly blessed them throughout their days, especially for the courage,
strength, patience, wisdom, timing, and direction and needed to complete this
endeavor. The researchers sincerely appreciate them who gave guidance and
advice during this project, as well as their time and effort in inspiring and helping
them to complete their task. Thank you very much!
-The Researchers
v
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
TABLE OF CONTENTS
PAGE
TITLE PAGE i
APPROVAL SHEET ii
ACKNOWLEDGEMENT iii
ABSTRACT iv
DEDICATION v
TABLE OF CONTENTS vi
LIST OF FIGURES vii
LIST OF TABLES viii
Chapter I PROBLEM AND IT’S SCOPE
Introduction 2
Conceptual frameworks 4
Statement of the Purpose and Objective 5
vi
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
General objective 5
Specific objective 5
Scope of the study 6
Limitation of the study 6
Significance of the study 7
Definition of terms 8
Chapter II REVIEW OF RELATED LITERATURE & STUDIES
Foreign Literature 11
Local Literature 12
Foreign Study 13
Local Study 15
Synthesis of the Review 17
Chapter III DESIGN AND METHODS
System Analysis 18
System Design 20
Data Analysis 22
Overview of the present system 23
vii
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
Overview of the proposed System 24
Requirements analysis 24
Chapter IV RESULTS AND DISSCUSSION
Chapter V SUMMARY, CONCLUSIONS, RECOMMENDATIONS
Summary of findings 52
Conclusions 53
Recommendation 53
REFERENCES
APPENDICES
A Letter of the Advisory 56
B Letter of Asking Permission to Conduct a System
Study 57
C Location Map 58
D User Guide 59
CURRICULUM VITAE
viii
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
LIST OF TABLES Page
Table 3.0 Use Case Description in Sign up 25
Table 3.1 Use Case Description in Log in 26
Table 3.2 Use Case Description in Requesting New Password 27
Table 3.3 Use Case Description in Costumers Satisfactory Survey 28
Table 3.4 Use Case Description in Citizens Charter Feedbacking 29
Table 3.5 Use Case Description in HR Administration 30
ix
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
LIST OF FIGURES Page
Figure 1.0 Conceptual Framework of the Study 4
Figure 2.0 Use Case Diagram of the Developed System 18
Figure 3.0 RAD Model 20
Figure 4.0 Home Page 32
Figure 4.1 Costumers Satisfactory Survey 33
Figure 4.2 Citizen’s Charter Feedbacking (Compliment) 34
Figure 4.3 Citizen’s Charter Feedbacking (Suggestion) 35
Figure 4.4 Citizen’s Charter Feedbacking (Complaint) 36
Figure 4.5 Sign up Form 37
Figure 4.6 User Log in 38
Figure 4.7 Request new password 39
Figure 4.8 HR Administration View 40
Figure 4.9 HR Administration Edit 41
x
Telefax No. 086-214-4221
086- 214-2723
www.nemsu.edu.ph
____________________________________________________________________________________
Figure 4.10 Administration Dashboard 42
Figure 4.11 Administration Structure 43
Figure 4.12 Administration Appearance 44
Figure 4.13 Administration/People/List 45
Figure 4.14 Administration/People/Permission 46
Figure 4.15 Administration/Reports 47
Figure 4.16 QR Code for Customers Feedbacking 48
Figure 4.17 QR Code for Citizen’s Charter Feedbacking (Compliment) 48
Figure 4.18 QR Code for Citizen’s Charter Feedbacking (Suggestion) 49
Figure 4.19 QR Code for Citizen’s Charter Feedbacking (Complaint) 49
xi

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Republic of the Philippines

North Eastern Mindanao State University – Cantilan Campus

The special project attached here to, entitled COSTUMERS FEEDBACK

CLYDE CHECTOPHER A. TIU

APPROVED by the committee for Oral Examination with a grade of

who contributed and helped them to accomplish project:

The BS. Information Technology faculty and to their capstone project

system run properly;

The panelist, MR. JEHU ROEH C. REBUNIAL, DIT-CAR, SHARON A.

BUCALON, MIT, JENNIFER L. OROZCO, MST-EDTech, JEMIMAH MAE C. SERING,

for criticism, suggestions and recommendation;

they took especially for their understanding and affection.

The Customer’s Feedback System is a system that fits to customers who

have concerns in university services. In the present, NEMSU Cantilan Campus

uses manual ways to send complaints, suggestions, and compliments. The

conforms to then Rapid Application Development (RAD) approach. On the

customers and admin’s acceptability particularly on “Efficiency” which garnered

any device so it is easier to change system errors. The researcher concluded

Cantilan Campus in Cantilan, Surigao del Sur.

continues to believe in them, offered assistance, and help them overcome

challenges in accomplishing this project.

To the faculty and staff of North Eastern Mindanao State University-

them to complete their task. Thank you very much!

LIST OF FIGURES vii

LIST OF TABLES viii

Chapter I PROBLEM AND IT’S SCOPE

Statement of the Purpose and Objective 5

Scope of the study 6

Limitation of the study 6

Significance of the study 7

Chapter II REVIEW OF RELATED LITERATURE & STUDIES

Synthesis of the Review 17

Chapter III DESIGN AND METHODS

Overview of the present system 23

Chapter IV RESULTS AND DISSCUSSION

Chapter V SUMMARY, CONCLUSIONS, RECOMMENDATIONS

A Letter of the Advisory 56

B Letter of Asking Permission to Conduct a System

LIST OF TABLES Page

Table 3.0 Use Case Description in Sign up 25

Table 3.1 Use Case Description in Log in 26

Table 3.2 Use Case Description in Requesting New Password 27

Table 3.3 Use Case Description in Costumers Satisfactory Survey 28

Table 3.4 Use Case Description in Citizens Charter Feedbacking 29

Table 3.5 Use Case Description in HR Administration 30

LIST OF FIGURES Page

Figure 1.0 Conceptual Framework of the Study 4

Figure 2.0 Use Case Diagram of the Developed System 18

Figure 3.0 RAD Model 20

Figure 4.0 Home Page 32

Figure 4.1 Costumers Satisfactory Survey 33

Figure 4.2 Citizen’s Charter Feedbacking (Compliment) 34

Figure 4.3 Citizen’s Charter Feedbacking (Suggestion) 35

Figure 4.4 Citizen’s Charter Feedbacking (Complaint) 36

Figure 4.5 Sign up Form 37

Figure 4.6 User Log in 38

Figure 4.7 Request new password 39

Figure 4.8 HR Administration View 40

Figure 4.9 HR Administration Edit 41

Figure 4.11 Administration Structure 43

Figure 4.12 Administration Appearance 44

Figure 4.13 Administration/People/List 45