HomeUswag Journal: Philippine Journal of Multidisciplinary Researchvol. 1 no. 1 (2023)

DSS for client satisfaction survey feedback for the University’s service delivery improvement

Belen M Tapado | John Gregory M Bola | Erickson T Salazar | Zcel T Tablizo

Discipline: Information Technology



Globalization of products and services demands improvement of an organization’s performance. Along with product and service delivery improvement challenges, companies need to focus not only on meeting customer expectations but also on surpassing them. As such, valuing the opinions of customers, giving the best customer experience, and measuring customer satisfaction are deemed vital not just for the company’s survival but also for gaining a competitive edge in the wired communities. It is because of these premises that the Client Satisfaction Survey Feedback system was developed in this study. The results of the Client Satisfaction Survey from School Year 2015-2016 to School Year 2020-2021 were captured and keyed, interpretations were provided, and actions for the improvement of service delivery for each department in this university were recommended by the system through the employment of Decision Support System technic. The system developed was a browser-based application which means that software and technologies such as HTML, CSS, and JavaScript were used for the frontend development, MySQL and PHP for the backend, and Apache as the local server of the system. Software Testing Standards specified under ISO/IEC 9126 which are functionality, reliability, usability, efficiency, maintainability, and portability were the parameters employed to evaluate the system. Technical experts and end users evaluated the system as “Excellent” which means that they believe that the developed system would be beneficial for use in the university.


  1. Chrismanto, A. R., Budi, H., Wibowo, A., Delima, R., & Ariel, R. (2019). Developing agriculture land mapping using rapid application development (RAD): A case study from Indonesia. International Journal of Advanced Computer Science and Applications, 10(10). https://doi.org/10.14569/ijacsa.2019.0101033
  2. Corona, K. (2022). Customer satisfaction (CSAT) survey: Definition and examples. Pipefy. https://pipefy.com/blog/customer-satisfaction-survey/
  3. National Economic and Development Authority Governance Staff. (2019). PDP Chapter 5: Ensuring people-centered, clean, and efficient governance. Good Governance. https://governance.neda.gov.ph/pdp-chapter-5-ensuring-people-centered-clean-and-efficient-governance/
  4. RAD model. (n.d.). Online Tutorials Library. https://www.tutorialspoint.com/sdlc/sdlc_rad_model.htm
  5. Civil Service Commission. (2022). Report Card Survey. http://www.csc.gov.ph/2014-02-21-08-16-56/2014-02-21-08-17-48/2014-02-28-06-38-42.html
  6. Segal, T. (2022). Decision support system (DSS): What it is and how businesses use them. Investopedia. https://www.investopedia.com/terms/d/decision-support-system.asp
  7. Systems development definition. (n.d.). Law Insider. https://www.lawinsider.com/dictionary/systems-development
  8. What is a decision support system (DSS). (2018). Techopedia. https://www.techopedia.com/definition/770/decision-support-system-dss
  9. What is rapid application development. (2020). Out Systems. https://www.outsystems.com/glossary/what-is-rapid-application-development/.
  10. What is Systems Development. (n.d.). https://www.faculty.fairfield.edu/winston/Phase1-4.pdf