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DESIGN AND IMPLEMENTATION OF ONLINE STUDENT

COMPLAINT MANAGEMENT SYSTEM

TABLE OF CONTENTS

Cover page

Title page

Declaration

Certification

Dedication

Acknowledgement

Abstract

Table of content

List of figures

List of tables

CHAPTER ONE: INTRODUCTION

1.1 Background of the Study

1.2 Statement of the Problem

1.3 Aim and Objectives of the Study

1.4 Significant of Study

1.5 Scope of the Study

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1.6 Limitation of the study

1.7 Operational Definition of terms

CHAPTER TWO: LITERATURE REVIEW

2.0 Introduction

2.1 Concept of Complaint Registration and Appeal System

2.1.1 Definition of an Academic Complaint

2.1.2 Categories of an Academic Complaint

2.1.2.1 Academic Complaint

2.1.2.2 Non-Academic Complaint

2.1.3 The benefit of having an Internal Complaint System

2.1.4 The Student Complaint and Appeal Policy and

Procedure

2.1.5 The values for Complaint and Appeal management

policy

2.2 Five Steps for processing Complaint Mechanism

2.3 Procedure for Handling Complaint

2.3.1 Student Complaint against Staff

2.4 Need for Complaint Registration and Appeal System

2.5 Submission of the Formal Complaint

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2.6 Motivation for Registration and Appeal System

2.7 Automating the Appeal and Complaint process Enables

Student

2.8 Principle of Addressing complaint

CHAPTER THREE: SYSTEM ANALYSIS AND DESIGN

3.0 Introduction

3.1 Analysis of the Existing System

3.2 Limitation of the Existing System

3.3 Justification of the new System

3.4 Methodology

3.4.2 Categories of design

3.4.2.1 Input Design

3.4.2.2 Output Design

3.4.2.3 Database Design

3.5 Data Collection

3.5.1 Interviews

3.5.2 Questionnaire

3.5.3 Database Table

3.6 The Proposed new System

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3.6.1 Proposed System Modules

3.6.2 Advantages of the new Proposed System

3.6.3 System Flowchart

CHAPTER FOUR: SYSTEM IMPLEMENTATION, TESTING

AND INTEGRATION

4.0 Introduction

4.1 Choices of Programming Language

4.1.1 HTML Markup Language

4.1.2 MYSQL

4.1.3 PHP Programming Language

4.2 The System Main Menu Implementation

4.3 Implementation of the Sub-System

4.4 Query Sub-System Implementation

4.5 System Testing and Integration

4.6 The Test Plan

4.7 Test data

CHAPTER FIVE: SUMMARY, CONCLUSION AND

RECOMMENDATION
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5.0 Introduction

5.1 Summary

5.2 Finding and Discussion

5.3 Suggestion for Further Work

5.4 Recommendation

5.5 Conclusion

References

Appendix

LIST OF TABLES

Table 3.1: Table for Student detail

Table 3.2: Student Validator Details

Table 3.3: Staff Details

Table 3.4: Staff validator Details

Table 3.5: Table for Complaint monitoring by lecturer

Table 3.6: Table for Complaint monitoring by level Adviser

Table 3.7: Table for Complaint monitoring by Examiners

Table 3.8: Table for Complaint monitoring by HOD, DEAN of

the School
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Table 3.9: Table for complaint monitoring by Student affair

Division, Vice Chancellor

Table 4.1: Table for tested data

LIST OF FIGURES

Fig 3.1 Use case Diagram for handling complaint for both

Student and administrator

Fig 3.2 Architectural Design of proposed system

Fig 3.3 Main Menu Page Flowchart of the new System for

Student

Fig 3.4 Shows the entire flow chart for Student login page and

appeal registration

Fig 3.5 Show the entire page for final implementation of an

appeal process

Fig 4.1 Login page

Fig 4.2 Sign up page

Fig 4.3 Admin page to add staff

Fig 4.4 Complaint home page

Fig 4.5 Query Available complaint

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CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Academic growth can be of various concerns in an academic

environment to promote social and functioning educational

system. For an effective educational system to take place there

are some issues in an academic environment that should be

properly addressed, take for instance issue of complaints

management system in the university. This issue had created a

lot of problems for an academic growth in the various aspects

of the educational system. To support this approach, this

project identifies a range of options that can be used to

manage and resolve Academic complaints. This includes, where

the opportunity presents itself, the need for an administrator to

make every effort to resolve potential or actual academic

complaints as informally as possible in the first instance.

Handling complaints often involve first, to listen and

understand, empathize, offer a solution, execute the solution

and then follow up. Dogan and Wilkinson (2016) defined

complaint as any expression of dissatisfaction about services(s)

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or about any professional conduct. it prompts more prominent

clarity and consistency of executive activities to determine the

protests. Design and implementation of online complaint

management system is to maintain an effective, timely, and

equitable complaint handling system which is easily accessible

and offered to complainants (students) at no charge. This

project defines the policy and steps for handling and resolving

complaints and also to appeal for an un-favored situation and

for this process to take place there must be automation of the

system that will handle the complaints process and appeal

method of registration. Automation can be defined as the

aspects involved in using a computer system for the tasks or

process such as circulation, implementation etc. In relation to

the above preposition by Marcus, it is possible for the design

and implementation of an online complaint management

system to yield substantial benefits for the users (Marcus,

2000).
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1.2 Statement of the Problem

Design and implementation of online complaint management

system is a web-based application that will solve the problem

facing student in the university environment. The basic

problems facing complaint monitoring are:

i. Lack of fitting security and upkeep of the complaint record

in the system that makes an avenue for disappointment and

control of information.

ii. Lack of legitimate precise, concise data about the student

implicit rules and character.

iii. Poor performance of the manual system may lead into the

missing or exploitative of the complaint by the staff or any

member of the management,

This is a circumstance where there is no avenue made for

survey of the complaint. This obstructs satisfactory upkeep of

the system.

iv. There is no system or database set up to screen transfer

of complaint submitted on paper or as verbal representation

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1.3 Aim and Objectives of the Study

The aim of this project is to design and implement an online

complaint management system. To achieve this we shall be

guided by the following specific objectives:

i. To evaluate the existing paper-based information of

complaint management system.

ii. To design web-based complaint registration and appeal

management system.

iii. To implement a new system called complaint

management system for student Affair Division of National

Open University, Asaba. With the use of HTML, PHP and

MYSQL.

1.4 Significant of Study

The significance of this study is to serve better than the

existing system which is highly manual and therefore difficult in

terms of monitoring the complaint in the University, improve

database and enhance effectiveness, efficiency, and security of

the system. It is also intended that the study will help in the
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development of a new and hopefully and standard better

computer-aided system.

The new system will save time, reduce improper handling of

complaint system and also improve the relationship between

student, lecturer, and management.

The system is expected to be easy as a student can log in their

complaint anytime, staff and management also can equally

response to student complaint in a more easy way.

1.5 Scope of the Study

This study covers only the procedure for managing complaints

in the Student Affair Division of National Open University

Asaba, Delta State.

The system is designed to be web-based. Designed to help

student login their complaint and request for management help

concerning any complaints.

1.6 Limitation of study

Due to the scope of this project work as mention above, this

project work is limited to complaint management system. This

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application cannot process the penalties for anybody found

being grieved or the punishment for any staff or student found

being at fault of any complaints. Other limitations are

following:

i. The application was developed to send a notification to only

the recipient email address and not mobile phone

ii. It does not provide the means of live communication

between the complaint and the responder

iii. The system cannot work with other web application. This

means it is not a web service oriented system.

1.7 Operational Definition of Terms

a. Lecturer

A person who gives lectures, especially (British) as an

occupation at a university or college of higher education.

(dictionary.com)

b. College

A school or a division of a university that usually has its own

dean and other administrators and whose faculty teaches and

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confers degrees in specific academic fields reserved (Microsoft

Encarta 2009)

c. Academic

Designed for students who intend to study at a college after

high school, or attending a school with such courses (Microsoft

Encarta 2009)

d. Registration

The process of enrolling at a college or university, choosing

courses, and paying fees at the beginning of an academic term

(Microsoft Encarta 2009)

e. Staff

A particular group of employees within a company, institution,

or organization (Microsoft Encarta 2009)

f. Complaint

The act of expressing discontent or unhappiness about a

situation (Microsoft Encarta2009)

g. Appeal

Request by a complainant to have a matter heard and/or re-

considered after receiving an unfavorable decision (Microsoft

Encarta 2009)
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h. Procedure

An established or correct method of doing something (Microsoft

Encarta 2009)

i. Tedious

Boring because of being long, monotonous, or repetitive

(Microsoft Encarta 2009)

j. Monitoring

A school student who helps a teacher by being given a

responsibility or special duty (Microsoft Encarta 2009)

k. Complaint

A problem or issue which has not been resolved through

discussion and progresses to a written complaint (Microsoft

Encarta 2009)

l. Discrimination

Unfair treatment of one person or group, usually because of

prejudice about race, ethnicity, age, religion, or gender

(Microsoft Encarta 2009)