DEVELOPMENT OF A MODEL FOR ONLINE STUDENTS COMPLAINT MANAGEMENT SYSTEM. A CASE STUDY OF BOWEN UNIVERSITY NIGERIA

Abstract

Recent experiences show that deficiencies in a University’s complaint management system could have massive costs in time, money and damage to the individual careers and institutional reputations. This work investigated the complaint management system in Bowen University through the use of survey methodology on students to elicit information and evaluate them so as to justify the implementation of better model of the current system. The implemented model is to assist the management of Bowen University in carrying out her complaint management activities. The evaluation of the survey showed that 22 (12.1%) respondents did not prefer E-complain management system while 161 (87.9%) showed preference to an E-complain management system. On the response nature of the manual system, 8 (6.3%) confirmed that it was very fast, 18(14.1% syndicated that it was fast, 100 (78.1%) maintained it was slow while 2 (1.6%) indicated that they never used the system. The result of the evaluation of the current manual system necessitated the implementation of an online complaint management model for the University. The model was implemented using Hypertext Preprocessor (PHP), AJAX, JavaScript, Cascading Style Sheets (CSS) and Hypertext Markup Language (HTML) and MySQL. The implemented system will positively affect the management of students’ complaints if implemented.