International Journal for Research in Applied Science &

Engineering Technology (IJRASET)

ISSN: 2321-9653; IC Value: 45.98; SJ Impact Factor: 7.538

Volume 11 Issue II Feb 2023- Available at www.ijraset.com

IV. CONCLUSION

This is an online complaint base application, Easy to access for the public and officers. It reduces time for both users and officers. Total problems with descriptions are updated in this system. In conclusion, Negative customer feedback needs to be addressed via a customer complaint management system, and needs to be carefully analyzed. Moreover, they must recognize the mistakes in the service standards. Furthermore, the company needs policy and practice in CMS. For better handling of the complaint we must implement the system under the control of the CMS system. As the aim of this study was to support the company to minimize the customer complaint and increase the efficiency of the company, we too benefit from the CMS model. Besides, we set questionnaires and distribute them through the passengers to get their feedback for the system. We found that CMS can increase the level of customer confidence followed by securing the service for the customers and for the company. Moreover, CMS saves the time of the customers and makes the customers more loyal to the system and to the company and make them repeat their purchases. Furthermore, it gives some benefit to the customers and better shapes employees and managers behaviour while interacting with customers.

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