ABSTRACT
This research work is focused on the development of online students’ complaint information management system. The system was necessary because of the existing problems such as: Accumulation of complaint files, inability to retrieve complaint information when needed, Delays in the processing of complaints and resolving the issue, manual method of submitting complaint is ineffective. The objectives of the study include: to automate the students complaint management process by developing an online system for easy submission of the complaints, to design a system that will help management to easily view submitted complaints by querying the database and to design a system that will aid in sending feedback to students that have submitted complaints. The software development methodology used is spiral development model. The programming language use is PHP (pHp Hypertext pre-processor) and the database used is MySql. It was concluded that an online student complaint management system is a very important system in the management of institutions. It provides a central avenue for easy submission of complaints and receiving of feedback based on complaints submitted. It was recommended that: more research on online student complaint management system should be provided and the manual method of managing students complaints should be automated.
TABLE OF CONTENTS
Title Page – – – – – – – – i
Certification – – – – – – – – – ii
Dedication – – – – – – – – iii
Acknowledgment – – – – – – – – iv-v
Abstract – – – – – – – – vi
Table of Contents – – – – – – – – viii-x
List of Tables – – – – – – – – xi
List of Figures – – – – – – – – xii
CHAPTER ONE: INTRODUCTION
1.1 Introduction – – – – – – – 1
1.2 Background of the Study – – – – – – 1-3
1.3 Statement of Problem – – – – – 3
1.4 Aim and Objectives of the Study – – – 4
1.5 Scope of the Study – – – – – – – 4
1.6 Significance of the Study – – – – – – 4-5
1.7 Organization of the Research – — – – – 5-6
1.8 Definition of Terms – – – – – – 6
CHAPTER TWO: LITERATURE REVIEW
- Introduction – – – – – – – 7
2.1 Theoretical Background – – – – – – 7-10
2.2 Concept of Complaints – – – – – – 11-12
2.3 Complaint Handling Guide For Students,
Faculty And Administrators – – – – – – 12
2.3.1 General Purpose – – – – – – – 12
2.3.2 The Principles of Procedural Fairness – – – – 12-13
2.3.3 Process for Students Bringing Forward a Complaint – – 13-14
2.3.4 The Administrative Officer’s Role – – – – 14
2.4 Recommended Procedures for Managing Complaints – 14
2.4.1 Meeting with Complainant – – – – – 15
2.4.2 Meeting with Faculty/Staff Member/Student against Whom a Complaint Has Been Lodged    –       –       16
2.4.3 Investigations – – – – – – – 16-17
2.5 Complaint Handling – Guidelines for Staff – – – 17-19
CHAPTER THREE: SYSTEM ANALYSIS AND DESIGN
- Introduction – – – – – – – 20
3.1 Research Methodology – – – – – 20
3.2 Analysis of the Existing System – – – – 21
3.2.1 Advantages of the Existing System – – – 21
3.2.2 Disadvantages of the Existing System – – – 21
3.3 Analysis of the Proposed System – – – – 22
3.2.3.1 Advantages of the Proposed system – – – 22
3.4 System Design – – – – – – – 22
3.4.1 Input layout – – – – – – – 23-25
3.4.2 Output Layout – – 26
3.4.3 Algorithm – – 27
3.4.4 Program Flowchart – – 28-34
3.4.5 Database Design – – – – – 35
3.4.6 System Architecture – – – – – 35-36
3.4.7 Use Case Diagram – – – – – – 36
CHAPTER FOUR: SYSTEM IMPLEMENTATION AND DOCUMENTATION
4.0 Introduction – – – – – – 37
4.1 System Design Diagram – – – – – 37
4.2 Choice of Programming Language – – 37
4.3 Analysis of Modules – – – – 38
4.4 Programming Environment – – – – 38
4.4.1 Hardware Requirements – – – – – 38-39
4.4.2 Software Requirements – – – – – 39
4.5 Implementation – – – – – – 39
4.6 Software Testing – – – – – – 39
CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.0 Introduction – – – – – – – – 40
5.1 Constraints of the Study – – – – – – 40
5.2 Summary – – – – – 40
5.3 Conclusion – – – – – – 41
5.4 Recommendations – – – – – – 41
References – – – – – – 42
Appendix A (Source Code)-Â Â Â Â Â Â Â Â Â Â –Â Â Â Â Â Â Â Â Â Â –Â Â Â Â Â Â Â Â Â Â –Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â 43-53
 Appendix B (Output)                         –       –          –                54-60          Â
LIST OF TABLES
Page Number
Table 3.1: Database design – – – – – 35
LIST OF FIGURES
Page Number
Figure 2.1: Home Page- – – – – – 10
Figure 3.1: Complaint submission input layout – 23
Figure 3.2: Admin login input layout – – – 24
Figure 3.3: Feedback submission form – – – 24
Figure 3.4: Feedback viewing input layout – – 25
Figure 3.5: Home page flowchart – – – 28
Figure 3.6: Submit Complaint – – – – 29
Figure 3.7: View Feedback flowchart – – – 30
Figure 3.8: Admin flowchart – – – – 31
Figure 3.9: Admin Homepage flowchart – – 32
Figure 3.10: View submitted complaints – – 33
Figure 3.11: Architecture of the System – – 36
Figure 3.12: Use case diagram of proposed system – 36
Figure 4.1: System Design Diagram – – – 37
CHAPTER ONE
INTRODUCTION
1.1 Introduction
A complaint is an expression of dissatisfaction by one or more students about the institutions’ action, inaction or standards of service which have been provided by or on behalf of the institution, on or off the campus, which the student(s) have not been able to resolve through informal processes. The following are not normally dealt with as complaints under this procedure:
- A complaint about an admissions decision,
- A concern about a decision made by an academic body regarding student progression, academic assessment and awards
- Dissatisfaction about the outcome of an academic misconduct process,
- A concern about bullying or harassment by a student
- A complaint about the role of representatives of the Students’ Union;
Where a complaint involves multiple issues, which do not fall neatly into the category of complaint (e.g. because it also covers issues that fall within the remit of academic appeals or other procedures), with written agreement of all parties, the matters may be considered together. Depending on the individual circumstances of each incident, the institution reserves the right to either suspend one procedure pending the outcome of the other, or decide not to pursue a procedure in favour of the other [1].
1.2 Background of the Study
Students may make complaints about any unit, function or service provided by the Institution or on behalf of the institution. The definition of a complaint is necessarily broad and therefore the list provided is intended to guide users, and is not intended to be exhaustive. A complaint may relate to the following issues:
- The quality or standard of any service provided or failure to provide a service
- The quality of facilities or learning resources
- The failure of the institution to follow an appropriate administrative process
- Unfair treatment or inappropriate behaviour by a student or a staff member
- An alleged action or inaction by the institution or a member of its staff
In view of the importance of filing complains, since they are almost on a regular basis submitted, there is need for an online system to aid easy submission of complaints for timely decision making. This has given rise to the development of an online students complaint management system.Â
Online students’ complaint management system provides an online way of solving the complaints submitted by students. The objective of the complaints management system is to make complaints easier to coordinate, monitor, track and resolve, and to provide an institution with an effective tool to identify and target problem areas, monitor complaints handling performance and make needed improvements. Online students Complaint Management is a management technique for assessing, analyzing and responding to students complaints. Complaints management software is used to record resolve and respond to customer complaints, requests as well as facilitate any other feedback. An online student’s complaint management system enables institutions to address complaints and resolve disputes quickly. Complaint systems in higher institutions have undergone several innovations especially with the advent of internet and online based systems. Notably in many institutions in developed nations, conflict management channels and systems have evolved from a major focus on labor-management relations to a much wider purview that includes unionized workers and also managers, non-union employees, professional staff, students, trainees, vendors, donors, customers, etc. There is also a major need to collect, review and understand the nature of conflict management and complaint systems around the world. Studies and citations are needed about how complaint systems work for women as well as men. Research is needed as to how systems work for many different national groups, for people of different socio-economic classes, and different ages, and different religions, and especially for contract workers and immigrant workers, in every country [1].
