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Students Complaints Management System

Authors: Okoro Ukonu , Adekunle Adeyinka , Abdulwahab , Anya , Ajatoye R.a

Publication Type: Conference proceedings

Journal: American Scientific Research Journal For Engineering, Technology And Sciences (asrjets)

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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 Customer 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 lifecycle. 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).

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Okoro,U. Adekunle,A. Abdulwahab,A. Anya,A. Ajatoye,R. . (0000). Students Complaints Management System, 5 (), 1021-1021.

Okoro,U. Adekunle,A. Abdulwahab,A. Anya,A. Ajatoye,R. . "Students Complaints Management System" 5, no (), (0000): 1021-1021.

Okoro,U. and Adekunle,A. and Abdulwahab,A. and Anya,A. and Ajatoye,R. and . (0000). Students Complaints Management System, 5 (), pp1021-1021.

OkoroU, AdekunleA, AbdulwahabA, AnyaA, AjatoyeR, . Students Complaints Management System. 0000, 5 ():1021-1021.

Okoro,Ukonu , Adekunle,Adeyinka , Abdulwahab,A.a , Anya,A.n , and Ajatoye,R.a . "Students Complaints Management System", 5 . (0000) : 1021-1021.

O.Ukonu A.Adeyinka A.A.a A.A.n & A.R.a , "Students Complaints Management System" vol.5, no., pp. 1021-1021, 0000.

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