Abstract
Customer Complaint is important information reflecting customers sound and is a primary measure of customer dissatisfaction. An effective and efficient response to these complaints is an essential index of organization’s performance. The presented model for the Student Complaint Management System will have the ability to minimize customers’ dissatisfaction and on the other hand it can encourage customers to participate in controlling the quality of the service provided. We try to improve the relationship between Students and the University by presenting a new model of e-Complaint web service based on SOA. The Proposed model aims to develop a Service-Oriented framework for e-Complaint Web-based that targets the incremental life cycle. The cycle starts with requirements and solutions evolve through collaboration between self-organizing, cross functional teams. It promotes adaptive planning, evolutionary development, early delivery, continuous improvement and encourages rapid and flexible response to change. Therefore, a need for a system that could detect student’s problems and provide them with suitable feedback is raised. Also, this paper describes the Complaint Management System oriented by Web-application which will be used by students in order to make complaints about their dissatisfaction on provided services. This system will be able to handle complaints by recording and giving feedback for each raised complaint. Results of the study can be a good reference to find out users’ needs from e-complaint and the handling process of this complaint in the body of any organization.
Keywords:Customer Complaints Management (CCM), Customer Relationship Management (CRM),
E-Complaint, Service-Oriented Architecture (SoA)
1. Introduction
The key to building lasting customer relationships is to create superior value and satisfaction of the customers which can be achieved through effective customer complaint management system. Every cooperate must make complaint management system is one of the key strategies needed if they must succeed in their businesses [1].The significance of customer complaint management system in the performance of corporate organizations cannot be over stressed. Customer complaints are inevitable in any corporate organization; no matter how good such an organization may be. Some complaints serve as a feedback mechanism for corporate organizations. Customers of such organizations may want to express their feelings and impressions on the quality of the product or service produced by the organization. Some complaints tend to relay a message on the taste and preference of the customers. Customers’ complaints become useful when such complaints attract quick and effective response from the organization. Corporate organizations are expected to hold their customers in high esteem since the customers are the lifeblood of any corporate organization. [2]
2. Customer Complaints Management (CCM)
In spite of the merits associated with the customer complaint management, several firms in Nigeria do not pay attention to customers complaints hence, customers are usually left alone to “lick their wounds” whenever there is a problem with the product they bought or services rendered to them. As a result of this, several firms in the country have lost their customers. This affects profitability and survival of such firms. Several firms in Nigeria have collapsed as a result of this unfortunate situation.[4][5]
Coupled with the foregoing, the use of information technology to manage customers’ complaints in Nigeria is at its infancy stage. Majority of the business organizations in the country use archaic or primitive methods to manage customers’ complaints. It is only few companies that use information technology or software to manage their customers. This has negatively affected the performance of such erring corporate organizations. There is evidently a wide gap between the expectation and the actual. However, this research work is designed to address these challenges which business organizations have in managing customer complaints.
Figure 1.Prefix theoretical framework adopted from [4]
3. System Design
System designed is a phase after system analysis, which specifies in details the structure or blueprint of the proposed system. After which current system has been studied to discover flaws and demerits, the new system is analyzed and designed to provide answers to problems which current system could not solve or solve efficiently. Design phase is very important because a majority of errors discovered during deployment and operation stages could be traced down to the system design
4. Methodology
The methodology or design model to be used is Incremental Development; it is a development approach. Strata Sampling technique was adopted. A Structured Questionnaire was administered to respondents. The Complaint Portal was further developed using tools such as: php, javascript, CSS, MySQL
4.1 Research Design
Research methodology refers to the overall methods employed by the researcher to assemble data for the study with a view to arriving at a scientific conclusion the methodology to be followed would be discussed under the following:-
i. Research Question
ii. Sources Design
iii. Sources of Data
iv. Population of the study
v. Area of study
vi. Sample and sampling technique
vii. Instrument for data collection
viii. Validity and Reliability of instrument
ix. Administration of instrument
x. Methods of Data analysis
5. Data Presentation and Analysis
This research work focuses on Student Complaints Management System (A Case Study of Babcock University). Adopting the concept of CCM where customers can be view to be the same term as Students. The analysis is based on the primary data collected through administered questionnaires .Views and Opinions of the respondents of the university would be used for this analysis. Twenty (20) officials were randomly selected across the various schools in the University and questionnaires were administered to them. Out of the twenty (20) questionnaires administered, the researcher was able to retrieve eighteen (18) questionnaires which were appropriately filled and used for this analysis.This constitutes 90% of the entire administered questionnaires.
6. Personal Data of the Respondents
In this sub-section, the personal data of the respondents would be analyzed.
