DESIGN AND IMPLEMENTATION OF A WEB-BASE STUDENT COMPLAIN

MANAGEMENT SYSTEM A CASE STUDY OF IYA ABUBAKAR INSTITUTE OF

INFORMATION AND COMMUNICATION TECHNOLOGY
 CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

An educational growth can be of different apprehensions in an educative atmosphere to

encourage a social and functioning educational system. For an educative system to be functional,
there are some standing issues that must be resolved, taking into consideration the issue of
complaint management system in this great university. These issues have generated lots of
problem and work for the university in different aspect of the educational system. Institutions
like this great university which have quite a large number of students receives a very large
amount of complains per day and these complaints has to be documented, filled and stowed for
forthcoming use. To support this approach, the project provides solution that can be used to
manage and resolve complain issues in this great institution.

A complaint management system can be a very effective mechanism for handling complains
which is easily accessible and tendered to the complainants (students). This project explains the
procedure and steps which will be used for handling and resolving complains that turns up within
the institution vicinity. In relation to what has been said, it is promising for the design and
implementation of an online complaint management system to serve the users optimally.
(Marcus et al., 2020).

1.2 STATEMENT OF THE PROBLEM

The Iya Abubakar Institute of Information and Technology, like many others, faces challenges in
efficiently managing student complaints. The traditional paper-based complaint system is time-
consuming, prone to errors, and lacks transparency. It becomes increasingly difficult for
department staff to track, respond to, and resolve complaints promptly. Additionally, students
may feel discouraged or hesitant to raise their concerns due to the cumbersome nature of the
existing system.
1.3 AIM AND OBJECTIVES OF THE STUDY

The main objective of this project is to design and implement a web-based students' complaint
system specifically tailored to Iya Abubakar Institute of Information and Technology. The
system aims to provide a user-friendly platform for students to submit complaints, enable
efficient tracking and management of complaints by staff, and facilitate timely resolution of
issues. The specific objectives are as follows:

1. Develop a web-based platform that allows students to submit complaints online.

2. Implement a comprehensive complaint tracking system for department staff.
3. Design an intuitive user interface for easy navigation and accessibility.
4. Enhance transparency by providing students with updates on the status of their
complaints.
5. Enable efficient communication and collaboration among students and staff for complaint
resolution.
6. Generate statistical reports and analysis to identify recurring issues and improve the
overall departmental management.

1.4 METHODOLOGY
The existing complaint management system at Iya Abubakar Institute of Information and
Communication Technology was understudied in other to fully understand the procedures
involved in filling complaints as well as its management. Also, data relating to complaint
management was collected from the student’s affairs department of IAIICT, using interview-
driven questionnaire. A model for complaint management was thereafter design using unfiled
modeling language (UML) tools such as use case diagram and activity diagrams. The design
models was then implemented using PHP, My SQL CSS programming languages. Finally, the
developed complaint management system was tested using wamp server.
1.5 SIGNIFICANCE OF THE STUDY
1.6 SCOPE AND LIMITATIONS
This study covers the procedure for managing complaints in tertiary institutions. The kinds of
complaints that would be managed with this system include Issue of missing script, Collection of
bribes from lecturers and absence of proper infrastructure for effective learning.
These complaints have been chosen to be covered in the scope because, from the statistics
discovered, more students complained about these issues and they appear to be more pressing
than the other complaints mentioned
1.7 Project Outline
This section briefly states how the whole research report is organized chapter-by-chapter. The
work is divided into five chapters. Chapter one entails the background to the study, statement of
the problem, aim and objectives, significance of the study and the scope of the study. The second
chapter is the literature review. It explores existing work with a view to situating the current
study on a sound, conceptual and analytical premise, and to provide a further understanding of
the research problem. Chapter three is the methodology. It presents the architecture of the
projected system, the flowchart, processes, and the structure of the database that produces a
detailed report of the components that makes up the system. Chapter four contains the results and
discussion. It shows the operation of the proposed system, and the various components that
would be tested. Chapter five addresses the summary, conclusion and recommendations of the
study.