Web-Based Customer Loyalty Information System Development with Chatbot Integration for Product Information Services

Abstract

Objective: This study aims to develop a web-based customer loyalty information system integrated with a chatbot to support product information services and customer point management at SRC ADA Store. Methods: The system was developed using the Waterfall method, Laravel 11 framework, and MySQL database. Its features include guest and member access, a rule-based keyword matching chatbot connected to the product database, transaction recording, automatic loyalty point calculation, and a reward catalogue. System testing was conducted using Black Box Testing across eight functional modules. Results: Testing of 60 scenarios showed that all scenarios were classified as valid, resulting in a functional testing success rate of 100%. The system successfully performed product information services, transaction management, automatic point calculation, and reward redemption according to the defined requirements. Conclusion: The developed system successfully integrates product information services and customer loyalty mechanisms into a single web-based platform. Further evaluation is required to measure chatbot accuracy, user satisfaction, and the system's impact on customer loyalty.