The Design and Development of a Web-based Smoking Complaint System

Abstract

With the advancement of technology, the Internet users are increasing exponentially. In this technology enhancement era, web-based complaint management system becomes more favored and therefore, it becomes more effective and efficient to manage the complaints received, especially for the service-oriented organizations or business operators that are profit-oriented. Up to date, little literature could be found with regards to community welfare and public health complaint systems developed for the non-profit-oriented organizations or companies, especially as an intervention to combat tobacco use at public or work places. This study aims to fill in the gap by designing and developing a web-based smoking complaint management system as an innovative initiative to support the Blue Ribbon Campaign initiated by the World Health Organization, to fight the tobacco epidemics within the context of Malaysia. A framework for this web-based smoking complaint management system is proposed. This study employs the iterative waterfall model that incorporates the adapted human-centered agile work flow. The interface design and the development of the system are described. Limitation and recommendations for future works are also presented.