Smart Public Transport Complaint And Feedback System

Abstract

Public Transportation Systems Serve As The Backbone Of Urban Mobility, Yet They Frequently Suffer From Service Quality Degradation Due To The Absence Of Efficient, Real-time Passenger Feedback Mechanisms. Traditional Complaint Channels Such As Physical Complaint Boxes, Telephone Hotlines, And Manual Report Forms Are Plagued By Delays, Data Loss, And Administrative Inefficiencies That Prevent Timely Resolution Of Passenger Grievances. This Paper Proposes And Presents The Design, Development, And Evaluation Of A Smart Public Transport Complaint And Feedback System (SPTCFS) — A Digital Platform That Leverages QR Code Technology, Cloud-based Centralized Database Management, And An Intelligent Administrative Dashboard To Streamline The End- To-end Complaint Lifecycle. Passengers Scan A Unique QR Code Affixed Inside Buses Or At Transit Stations Using Their Smartphones To Access A Dynamic Complaint And Feedback Form Without Requiring Any Dedicated Application Installation. Submitted Data Is Instantly Stored In A Structured Centralized Database, Where Administrators Can Review, Categorize, Assign, Escalate, And Resolve Complaints In Real Time. The System Further Incorporates Automated Status Notification, Complaint Analytics, And A Priority-based Routing Mechanism To Ensure High-severity Issues Receive Prompt Attention. Experimental Evaluation And Usability Studies Conducted Across A Pilot Deployment Involving 300 Participants Demonstrate That The Proposed System Reduces Average Complaint Resolution Time By Approximately 62% Compared To Conventional Methods, Achieves A System Usability Scale (SUS) Score Of 84.6, And Improves Overall Passenger Satisfaction Ratings By 47%. The Proposed Platform Is Lightweight, Scalable, And Universally Deployable Across Any Urban Public Transport Network Regardless Of City Size Or Existing Infrastructure Maturity.

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