Design And Implementation Of Complaint Management System For University Student

Computer Science Project Material with Source Code Included

Computer Science Project Material with Source Code Included

Abstract

This project titled: DESIGN AND IMPLEMENTATION OF COMPLAINTS MANAGEMENT SYSTEM, is a web-based application that can be accessed throughout the campus. This work was designed to aid the framework for an existing system which is manually based having demerit of inaccuracy, insecurity and poor performance. The obvious merit of online complaint handling system prompted this project to see ways of integrating our appeal process to the internet for speed, efficiency, security, accuracy, and reliability for student satisfaction. The system was implemented using HTML formatting language, MySQL database management for data keeping and JAVA programming language for server side program.

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
  • 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
  • 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
  • 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 JAVA 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

  • 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
  • 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

Chapter One

Introduction

1.1 Background of the Study

An academic growth can be of various concerns in academic environment to promote social and functioning educational system. For an effective educational system to take place there are some issues in academic environment that should properly address to, 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 administrator to make every effort to resolve potential or actual academic complaints as informally as possible in the first instance.

Marchington and Wilkinson (2005) defined method of handling complaint as a product of labor relations environment in the 60s and 70s when there was a more explicit struggle for control in the workplace. This had two main effects. Firstly, it created the requirement for clear techniques so that all specialists knew and decides that oversee implicit rules, and moves that may be made against them if these guidelines were charged. Besides, it prompted more prominent clarity and consistency of executive activities to determination the protests. Design and implementation of 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 an automation of the system that will be 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).

1.2 Statement of the Problem

Design and implementation of complaint management system is a web base application that will solve the problem facing student in the university environment.

The basic problems facing complaint monitoring are:

  1. Lack of fitting security and upkeep of the complaint record in the system that make avenue for disappointment and control of information.
  2. Lack of legitimate precise, concise data about the student implicit rules and character.
  3. 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.
  4. There is no system or database set up to screen transfer of complaint submitted on paper or as verbal representation

1.3 Aim and Objectives of the Study

The aim of this project is to design and implement a complaint management system. To achieve this we shall be guided by the following specific objectives:

  1. To evaluate the existing paper-based information of complaint management system.
  2. To design web based complaint registration and appeal management system.
  3. To implement a new system called complaint management system for student Affair Division of Federal University of Technology Minna. With the use of HTML, JAVA 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 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 relationship between student, lecturer and management.

The system is expected to be easy as student can login 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 Federal University of Technology Minna, Niger state.

The system is designed to be web-based. Design to help student login their complaint and request for management helps concern 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 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:

  1. The application was developed to send notification to only the recipient email address and not mobile phone
  2. It does not provide the means of live communication between the complaint and the responder
  3. 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 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 Encarta 2009)

g. Appeal

Request by a complainant to have a matter heard and/or re-considered after receiving an unfavourable decision (Microsoft Encarta 2009)

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)

Chapter Five

Summary, Conclusion and Recommendation

5.1 Summary

In existing system, complaints are operating merely manually. A complaint and appeal management system is an innovation or invention approach to improve the service of the student affairs work and it should be well acknowledged or accepted by the university in addition to existing means.

In an excessive exposure, during the investigation work of this project, I was able to realize that the unfailing problem encountered is as a result of improper storage of data/information in the complaints management system.

This project explains thriving that the introduction of the online appeal management system in student affair of Federal University of Technology Minna, will wipe away all human prone errors in treating of complaint system since database will save all the complaint

5.2 Finding and Discussion

The recently generated online complaint management system as represented in section three tackles issues accomplished utilizing the record based manual system as it provide lodgings speedy information era that spares time Security is provided for through access secret key called password for the objection organizer. The online electronic complaint management system has the ability help the objection initiator to perform different form and capacities currently observing the exercises of the distinctive protest in the University. The system has the ability to keep up a database of all affirmations in the college by permitting the complaint coordinator to edit, include, perspective, upgrade, erase and produce reports from the database. Thus, if the management system is applied and enhanced, there will be progresses in efficiency of complaints and monitoring by the University.

5.3 Suggestion for Further Work

Internet usage have finally become portion of our modern day life and internet is now a very fast and efficient means of data or information dissemination, I hereby recommend the following research work to be carried out.

  1. Suggest that further research work to be carried out to add feature of SMS alert or package to the system to make it convenient and fast
  2. Further investigation should be carried out to improve an application to this new system that will enable complaint users request services from the facility through SMS services or packages.
  3. To implement each complaint the punishment for anybody found been grieved.

5.4 Recommendation

Having introduced all that is essential for a successful implementation of this project, the supplementary proposals are recommended by the researcher went for amending and enhancing a few failures.

There is need to realize ongoing preparing on cell phones or SMS bundles, so that affirmations reaction can be send to mobile telephone. At last, Staff ought to be prepared in the zone of machine application. This will help in adjustment, quick and simple recovery of records. To create and achieve great and strong programming, an important element is time. In place words, time must be used for such cover relying upon the software engineering approach to be adopted.

5.5 Conclusion

In conclusion, the ability of the computerized system to absolutely, favorable has made it one of the speediest presentation of electronic system in preparing request operation, effectiveness and secure objections data.

Process information faster, quicker, and fastest creating advances. The enrollment will improve academic

The whole University group stands to profit extraordinarily from complaint management system. The system will empower the upgrade, recovery, erasure, and era of request reports as indicated by the degree and arrangement of academic environment.

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