ABSTRACT

Customer feedbacks were the knowledge, opinions, concerns, and suggestions that
customers offered regarding to their interactions with the company, products, or services.
Even when it was unfavorable, the feedbacks could inspire good change in the company
by guiding changes to the customer experience. Based on customer feedbacks, this study
aimed to solve the problems faced by Company X. This would be taken into account in the
future while looking for solutions to these issues. The study was descriptive qualitative
research and utilized a case study approach at the Company X. The research data were also
gathered through observation during the internship process at the Company X. In addition,
the research data were received from informal interviews and questionnaires to gather
customer feedbacks. On the basis of the pertinent theories from the literature review, the
study's findings narratively described. Results of this report indicates that customer's
information sharing was not systematically organized. The feedbacks received from
customers through the google form indicated that the most of them were still dissatisfied
with the services offered by the Company X. An E-Catalog was designed as alternative
solution for the Company X's issues on the customer service performance. The evaluation
results had shown that functional aspect of Company X’s E-Catalog had cathegorized
Good. Therefore, it could be said that the development and application of E-Catalog
actually assisted customer in obtaining additional information, and fixed the Company X
information system service problems.

Keywords: Customer feedbacks, customer service, E-Catalog.

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