Development of WEB-GIS based customer complaint management information system (Case study: McDonald's outlet of Watu Gong branch, Malang)

As one of the big fast food companies, McDonald's outlet of Watu Gong, Malang branch needs a web-based geographical information which can displayed amount of complaint pursuant to complaint category, and the system can also displayed a chart for knowing most time that used by a customer do complaint, of course pursuant to complaint category. The build of a Web-GIS Based Complaint Management of Information System has a purpose so that McDonald's outlet of Watu Gong, Malang branch can knowing the amount of complaint and the time of complaint earlier. In the end, the McDonald's outlet of Watu Gong, Malang branch can evaluate along with improved service quality in order to more adaptable and faster based on information acquired from Web-GIS Based Complaint Management of Information System. With the existence of Web-GIS Based Complaint Management of Information System, the expectation of complaint occurrence can be reduced until no complaint or zero complaint. With a Web-GIS Based Complaint Management of Information System, then McDonald's outlet of Watu Gong, Malang branch has applied the concept of Analytical Customer Relationship Management (CRM), which means acquiring, extracting, processing, and reporting data regarding the customer that later be a reference in taking of decision.