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)- – – – 43-53
Appendix B (Output) – – – 54-60
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
