Development of a Servicing and Supporting System Case study of the PEA provinces

Abstract

The objectives of this research are to develop a servicing and supporting system of the electronic case study of the PEA provinces. By applying the frame of performance ITIL version 3 and geographic information system. Then evaluate the performance of GIS applications, quality levels and satisfaction levels towards the system from experts and users. The database support system was developed using the PHP programming language and MySQL. This system will provide the ability to increase efficiency and accuracy in providing consumers prompted a follow-up request and complaint statistical reporting forms to display geographic information, causing the manage customer service standards. The results from this study discovered that the performance evaluation system to find and display the location coordinates service requests with an average overall performance F-Measure 92 percent, the quality levels and satisfaction levels towards this system are at good level ( x̄ = 4.17, S.D. = 0.51 by a panel of experts and x̄ = 4.35, S.D. x̄ = 0.42 by general users). The above  and S.D. values are higher than the criterion level, meaning this special problem was successful. In conclusion, this developed system can be used in a real word scenario effectively and efficiently.