DESIGN AND IMPLEMENTATION OF AN E-COUNSELLING SYSTEM FOR

ENHANCING STUDENTS’ MENTAL HEALTH AT TAITA

TAVETA UNIVERSITY.

BY

DERRICK RIZIKI INGALIA

A RESEARCH PROJECT SUBMITTED TO THE DEPARTMENT OF BUSINESS AND

MANAGEMENT SCIENCE IN THE SCHOOL OF BUSINESS ECONOMICS AND
SOCIAL SCIENCIENCE IN PARTIAL FULFILLMENT OF THE REQUIREMENTS OF
THE AWARD OF DEGREE IN BUSINESS INFORMATION TECHNOLOGY IN TAITA
TAVETA UNIVERSITY

2024
DECLARATION

I declare that this is my research work and has never been submitted for the award of any degree
in this or any other institution of higher learning.

Signature ________________ Date_______________________

DERRICK INGALIA TU01-IC211-0799/2020

This research project has been submitted with my consent as the official university supervisor

Signature ____________________ Date_____________________

Dr. Solomon Mwanjele

DEDICATION
We dedicate this project to God almighty our creator, our strong pillar, our source of inspiration,
wisdom, knowledge and understanding. We will also like to dedicate this project to the students
to enhance their understanding of structure and bonding in chemistry.
ACKNOWLEDGEMENT
I am deeply grateful for the guidance and blessings bestowed upon me by the Almighty, the
source of all wisdom and knowledge, as I successfully complete my Bachelor’s Degree journey. I
extend my heartfelt appreciation to my supervisor, Dr. Solomon Mwanjele, whose unwavering
support has been instrumental in navigating the complexities of my research project. Dr.
Mwanjele, you have been a source of inspiration, guiding me through every challenge and
milestone encountered along this academic endeavor. Your mentorship has significantly
contributed to my growth and success in the field of Information Technology.
I am also indebted to Taita Taveta University for providing me with the platform to pursue my
studies and explore my academic interests. To all my lecturers, I express my gratitude for
imparting knowledge and fostering my intellectual curiosity throughout my academic journey.
My deepest appreciation goes to my family for their unwavering love, understanding, and
encouragement throughout this endeavor. Their constant support has been a source of strength,
motivating me to persevere and excel in my studies. To all those who have stood by me, offering
encouragement and assistance along the way, I extend my heartfelt thanks. Your contributions
have not gone unnoticed and are deeply valued.
In conclusion, I offer my sincere regards and blessings to everyone who has played a role in
shaping my academic and personal journey. Your support and belief in me have been invaluable,
and for that, I am truly grateful. May the Almighty shower blessings upon each one of you
abundantly.
Table of Contents
DECLARATION.......................................................................................................................................2
DEDICATION...........................................................................................................................................3
ACKNOWLEDGEMENT........................................................................................................................4
ABSTRACT................................................................................................................................................7
CHAPTER ONE..........................................................................................................................................8
1.1 Introduction.................................................................................................................................8
1.2 Problem Statement.....................................................................................................................10
1.3 Objectives..................................................................................................................................11
1.3.1 General Objectives.............................................................................................................11
1.3.2 Specific Objectives............................................................................................................11
1.4 Research Questions....................................................................................................................12
1.5 Justification and significance of study.......................................................................................12
2 CHAPTER TWO: LITERATURE REVIEW.....................................................................................14
2.1 Introduction...............................................................................................................................14
2.2 Trends in Web-based Customer Service and Support.................................................................14
2.3 Challenges in Web-based Customer Service and Support..........................................................14
2.4 Factors Affecting User Satisfaction............................................................................................15
2.5 Conclusion.................................................................................................................................16
3 CHAPTER THREE: Research Methodology.....................................................................................17
3.1 Introduction...............................................................................................................................17
3.2 Requirement Gathering..............................................................................................................17
3.3 Design of the Web-Based Ticketing System..............................................................................17
3.4 Implementation of the Web-Based Ticketing System.................................................................17
3.5 Testing.......................................................................................................................................17
3.6 Expected Outcome.....................................................................................................................18
3.7 Literature Informed Hypothesis.................................................................................................18
3.8 Timeline.....................................................................................................................................18
3.9 Conclusion.................................................................................................................................18
4 CHAPTER FOUR: Result and Interpretation....................................................................................20
4.1 Data Analysis.............................................................................................................................20
4.2 Demographic analysis................................................................................................................20
4.2.1 Gender...............................................................................................................................20
 4.2.2 Age of the respondents.......................................................................................................20
4.2.3 Comfortability of issue solving in the institution...............................................................21
4.2.4 Period taken for their issues to be solved...........................................................................22
4.2.5 Rating system to be developed...........................................................................................22
4.3 Descriptive analysis...................................................................................................................23
4.4 System Design...........................................................................................................................25
4.4.1 Database Design................................................................................................................25
4.4.2 Web-based ticketing prototype design................................................................................25
4.5 Flow chart..................................................................................................................................30
4.6 Results of Implementation.........................................................................................................30
4.7 Testing.......................................................................................................................................31
4.7.1 Manual Testing...................................................................................................................31
4.7.2 Usability Testing.................................................................................................................32
 ABSTRACT

This research proposal aims to tackle the urgent need for addressing students' complaints at Taita
Taveta University by introducing an innovative web-based ticketing system. Recognizing the
growing prevalence of issues on campus, the proposed system utilizes web-based technologies to
provide accessible and confidential solutions for students' complaints.
The web-based ticketing system will feature a user-friendly interface, offering instant resolution
of problems and self-help resources. A significant enhancement will be the inclusion of a robust
complaint-solving mechanism, allowing students to submit complaints to various departments
and receive prompt feedback. This module aims to streamline the complaint-solving process,
reduce wait times, and empower students with greater control over their interactions with
departments.
The research methodology will employ a combination of qualitative and quantitative approaches
to thoroughly assess the system's outcomes. Anticipated contributions include the development
of a scalable web-based ticketing system prototype with an integrated chat system with
department chairs, insights into user experiences and preferences, and recommendations for
optimizing technology-driven problem-solving within university environments.
By integrating a chat system, this research not only addresses immediate complaint resolution
but also provides a means for communication with departments and the ability to upload files
such as documents and images. This study holds promise for valuable contributions to the
evolving realm of ticketing systems, laying the groundwork for future research initiatives and the
widespread adoption of technology-enhanced support services across university campuses.
 CHAPTER ONE
1.1 Introduction
Web-based ticketing systems are software applications that allow users to submit, track, and
manage requests for service or support through a web interface. They are widely used in various
domains, such as customer service, IT support, education, healthcare, and government. Web-
based ticketing systems can improve the efficiency and quality of service delivery, as well as
enhance user satisfaction and loyalty. However, designing and developing effective web-based
ticketing systems is not easy, as it involves many challenges and trade-offs.

One of the main challenges is how to provide multi-channel support and user communication in
web-based ticketing systems. Multi-channel support refers to the ability of a system to offer
multiple ways for users to access and interact with the system, such as web, email, phone, chat,
social media, etc. User communication refers to the exchange of information and feedback
between users and the system, as well as among users themselves. Multi-channel support and
user communication are important aspects of web-based ticketing systems, as they can affect
user experience, engagement, and satisfaction.

However, providing multi-channel support and user communication in web-based ticketing

systems also poses several difficulties and issues. For example, how to ensure the consistency
and coherence of information and service across different channels? How to balance the trade-off
between the convenience and security of user authentication and authorization? How to facilitate
the collaboration and coordination among users and service providers? How to leverage the
advantages and overcome the limitations of each channel? How to measure and evaluate the
effectiveness and impact of multi-channel support and user communication?

The advancement of technology in recent years has led to an increased reliance on software
solutions across various domains. This research aims to contribute to this technological evolution
by designing and developing a software artifact to address specific challenges in the domain of
education. The software artifact is a web-based ticketing system that allows students of our
university to raise complaints to a certain department and the department to see the complaints
and act on them.
The motivation for this research stems from the observation that the current system of handling
student complaints in our university is inefficient, ineffective, and unsatisfactory. Students have
to fill out paper forms, submit them to the relevant office, and wait for a long time to receive a
response. The department staff have to deal with a large volume of paper forms, manually enter
the data into a database, and communicate with the students through phone calls or emails. The
system is prone to errors, delays, and miscommunication. Moreover, the system does not provide
any feedback or evaluation mechanism for the students and the department staff to express their
opinions and suggestions on the service quality and outcome.

Therefore, the main objective of this research is to design and develop a web-based ticketing
system that can overcome the limitations and problems of the current system. The web-based
ticketing system will support multiple channels of user access and interaction, such as web,
email, phone, chat, etc. The web-based ticketing system will also facilitate user communication
and feedback, such as notifications, alerts, comments, ratings, etc. The web-based ticketing
system will aim to meet the needs and expectations of the users, such as students and department
staff. The web-based ticketing system will also aim to improve the efficiency and quality of
service delivery, as well as enhance user satisfaction and loyalty.

To achieve this objective, this research will follow a systematic methodology and process, which
consists of four main phases: user research, system design, system implementation, and system
evaluation. In the user research phase, the research will conduct a literature review on the related
work and concepts of web-based ticketing systems, multi-channel support, and user
communication. The research will also conduct a survey and interviews with the potential users
of the system, such as students and department staff, to understand their needs, preferences, and
expectations. In the system design phase, the research will use the findings from the user
research phase to create a conceptual model and a prototype of the system. The research will also
use various design principles and guidelines to ensure the usability and usefulness of the system.
In the system implementation phase, the research will use Django, a popular and powerful
server-side scripting language, to develop the system. Django provides many features and tools
that can help create a robust, scalable, and secure web-based ticketing system, such as database
integration, session management, email sending, file uploading, etc. (Lerdorf, Tatroe, &
MacIntyre, 2006; Welling & Thomson, 2008). In the system evaluation phase, the research will
use various methods and techniques, such as testing, observation, questionnaire, and interview, to
assess the performance and impact of the system on user experience, satisfaction, and loyalty.

The expected outcomes and contributions of this research are:

• A web-based ticketing system that supports multiple channels of user access and
interaction, such as web, email, phone, chat, etc.

• A web-based ticketing system that facilitates user communication and feedback, such as
notifications, alerts, comments, ratings, etc.

• A web-based ticketing system that meets the needs and expectations of the users, such as
students and department staff.

This project aims to address these questions and challenges by developing a web-based ticketing
system for students of our university to raise complaints to a certain department and the
department to see the complaints and act on them. We will use Django, a popular and powerful
Python web framework, to design and implement the system. Django provides many features and
tools that can help us create a robust, scalable, and secure web-based ticketing system. We will
also use various methods and techniques, such as user research, prototyping, testing, and
evaluation, to ensure the usability and usefulness of the system.

1.2 Problem Statement

The current service and support system in the university is inefficient and inconvenient, as it
requires students to go physically or write letters to the department to raise a complaint or
request. This system faces challenges such as long waiting time, poor communication, and low
user satisfaction. These challenges necessitate the development of a customized software
solution to enhance efficiency, accuracy, and overall performance.

The current service and support system in the university is a manual and traditional system that
relies on physical or written communication between the students and the department staff. The
students have to go to the department office or send letters to the department address to submit,
track, and manage their complaints or requests. The department staff have to process, respond,
and resolve the complaints or requests manually, using paper-based or email-based methods.
However, the current service and support system also faces several challenges and limitations
that affect its usability, functionality, and user satisfaction. Some of these challenges and
limitations are:

 Long waiting time. The current service and support system takes a long time to process,
respond, and resolve the complaints or requests, as it depends on the availability,
capacity, and speed of the department staff. The students have to wait for days or weeks
to receive a response or a resolution, which may cause frustration or dissatisfaction.
 Poor communication. The current service and support system provides limited and
inconsistent communication between the students and the department staff. The system
does not allow the students to choose or switch between different channels of
communication, such as phone, chat, social media, or video, depending on their context,
device, and urgency. The system also does not provide feedback, acknowledgment, or
resolution for the complaints or requests, which may leave the students feeling ignored or
neglected.
 Low user satisfaction. The current service and support system results in low user
satisfaction, trust, and loyalty, as it does not meet the needs, preferences, and
expectations of the students. The system does not provide personalized, empathetic, and
informative responses that match the user’s specific needs, preferences, or emotions. The
system also does not provide a seamless and consistent user experience across different
devices and platforms, which may cause inconvenience or confusion for the user.

These challenges and limitations have negative impacts on the user satisfaction, trust, and
loyalty, as well as the operational costs and efficiency of the service and support system.
Therefore, there is a need to develop a customized software solution that can address these
challenges and limitations, and provide a better service and support system for the university.

1.3 Objectives
1.3.1 General Objectives
The general objective is to design and develop a web-based ticketing system to enhance the
solving of student complaints.
1.3.2 Specific Objectives
i. To collect data from various student concerning how their issues with their department
are solved.
 ii. Design a user interface that is intuitive, user-friendly, and accessible for the web-based
ticketing system, using wireframes, mockups, and prototypes. Design a database sketch
defining all primary keys and foreign keys and also determine the relationship between
the tables in my database.
iii. Develop a software artifact tailored to the unique needs of the university students and
department staff who want to raise and resolve complaints or requests through a web-
based ticketing system.
iv. Conduct user testing and evaluation to measure the usability, functionality, and user
satisfaction of the web-based ticketing system, using methods such as surveys,
interviews, and observations.

1.4 Research Questions

i. How do students currently report issues to their department, and what are the common
challenges they face in the resolution process and what types of issues are most
frequently reported by students, and how efficiently are these issues resolved?
ii. What are the key features that students and staff desire in a web-based ticketing system’s
user interface also how can the design of the user interface facilitate a more intuitive and
seamless ticket submission and tracking process?
iii. What specific functionalities should the web-based ticketing system include to meet the
needs of university students and department staff and how can the software artifact be
designed to ensure scalability and adaptability to changing user needs?
iv. What metrics will best evaluate the usability and functionality of the web-based ticketing
system from the users’ perspective?

1.5 Justification and significance of study

The successful development and implementation of the proposed software artifact will not only
streamline the processes of ticket creation, assignment, tracking, and resolution for students and
departments in a university, but also contribute valuable insights to the broader field of web-
based customer service and support. This research is significant in the context of the increasing
demand for online platforms that can efficiently and effectively handle customer inquiries,
complaints, and feedback. According to a report by Zendesk (2022), 75% of customers prefer
self-service options when contacting a company, and 67% expect to see self-service options on a
company’s website (Zendesk, 2022). Moreover, the report also found that customers who use
multiple channels to communicate with a company are more likely to be loyal and satisfied than
those who use only one channel (Zendesk, 2022). Therefore, developing a multi-channel support
and user communication system for web-based ticketing using PHP is not only beneficial for the
university, but also for the students. Additionally, this research will also explore the factors that
influence the student satisfaction and loyalty in relation to the multi-channel support and user
communication system, such as the response time, the quality of the solution, the ease of use, and
the personalization of the service. These factors can provide useful information for future
research, policy, or practice in the field of web-based customer service and support.
 2 CHAPTER TWO: LITERATURE REVIEW
2.1 Introduction
Web-based customer service and support are essential components of modern businesses aiming
to enhance customer satisfaction and loyalty. In today's digital age, customers expect seamless
interactions across various online platforms and channels. This literature review aims to explore
the current trends, challenges, and best practices in web-based customer service and support,
with a particular focus on multi-channel communication and user satisfaction.
2.2 Trends in Web-based Customer Service and Support
One of the main trends in web-based customer service and support is the increasing use of
artificial intelligence (AI) and chatbots to automate and enhance the customer interactions. AI
and chatbots can provide instant, personalized, and informative responses to customers’ queries,
requests, and feedback, as well as collect data and insights to improve the service quality and
performance (Zendesk, 2022). According to a report by Zendesk (2022), 75% of customers
prefer self-service options when contacting a company, and 67% expect to see self-service
options on a company’s website. Moreover, the report also found that customers who use
multiple channels to communicate with a company are more likely to be loyal and satisfied.
Therefore, AI and chatbots can play a key role in facilitating multi-channel customer service and
support, as well as increasing user satisfaction.
2.3 Challenges in Web-based Customer Service and Support
However, AI and chatbots are not enough to provide a comprehensive and seamless customer
service and support experience. Human agents are still essential to handle complex, sensitive,
and emotional issues that require empathy, understanding, and creativity. Therefore, another
trend in web-based customer service and support is the integration of human and machine
intelligence, or the human handover feature, which allows customers to switch from a chatbot to
a live agent when needed, and vice versa (ReveChat, 2022). This feature can ensure that
customers receive the most appropriate and effective support, depending on their context, device,
and urgency. Furthermore, this feature can also improve the efficiency and productivity of the
human agents, as they can focus on the high-value and high-priority tasks, while the chatbots
handle the repetitive and low-level tasks (ReveChat, 2022).
Another challenge in web-based customer service and support is the management and
coordination of multiple channels and platforms, as well as the consistency and quality of the
customer interactions. According to research by Crisp (2022), 90% of customers expect
consistent interactions across channels, and 72% of customers expect to continue the
conversation on a different channel without repeating themselves. However, many businesses
struggle to provide a smooth and unified customer service and support experience across
multiple channels, as they face issues such as data silos, channel conflicts, resource constraints,
and customer confusion (Crisp, 2022). Therefore, one of the best practices in web-based
customer service and support is to use a centralized and integrated system that can manage and
monitor all the customer interactions across different channels and platforms, as well as provide
a single and comprehensive view of the customer journey and history (Capterra, 2022). Such a
system can enable businesses to deliver a consistent, relevant, and personalized customer service
and support experience, as well as optimize the performance and outcomes of the service and
support processes (Capterra, 2022).
In addition to the above-mentioned trends, challenges, and best practices, web-based customer
service and support also involves various factors and dimensions that affect the user satisfaction,
such as the response time, the response quality, the user interface, the user feedback, and the user
emotion. According to research by Alalwan et al. (2021), these factors have significant impacts
on the user satisfaction and loyalty in web-based customer service and support, and they can be
measured and evaluated using different methods and metrics. For example, the response time can
be measured by the average time taken to reply to a customer query or request, the response
quality can be measured by the accuracy, completeness, and relevance of the response, the user
interface can be measured by the usability, accessibility, and aesthetics of the web platform, the
user feedback can be measured by the ratings, reviews, and suggestions given by the customers,
and the user emotion can be measured by the sentiment analysis of the customer messages and
expressions (Alalwan et al., 2021). Therefore, these factors and 0dimensions can provide a
comprehensive and holistic understanding of the user satisfaction and loyalty in web-based
customer service and support, as well as the areas and opportunities for improvement and
innovation.
2.4 Factors Affecting User Satisfaction
The trends and challenges in web-based customer service and support discussed in the literature
highlight the dynamic nature of customer interactions in the digital era. While the integration of
artificial intelligence (AI) and chatbots emerges as a significant trend, it is crucial to recognize
that these technological solutions alone are insufficient to provide a complete customer service
experience. The human touch remains essential for handling complex issues that require empathy
and creativity. The literature emphasizes the importance of adopting a multi-channel approach to
customer service, with an increasing number of customers utilizing various platforms to engage
with businesses. The seamless integration of AI and human intelligence through features like the
human handover becomes pivotal in addressing the diverse needs of customers. This not only
enhances the efficiency of support but also contributes to higher user satisfaction. Despite the
potential benefits of AI and chatbots, challenges persist in managing multiple channels
effectively. The need for consistency across these channels is underscored by customer
expectations, where a unified and continuous conversation is anticipated. Businesses, however,
grapple with issues such as data silos, conflicts between channels, and resource constraints. To
address these challenges, adopting a centralized and integrated system emerges as a best practice.
Such a system facilitates the management and monitoring of customer interactions, providing a
comprehensive view of the customer journey and history. As businesses strive to improve their
web-based customer service and support, understanding these nuanced dimensions becomes
essential. The proposed project, informed by the theoretical and conceptual framework presented
in this literature review, seeks to develop a customized software solution. This solution aims to
enhance the efficiency, accuracy, and overall performance of the service and support system
within the university context.
 2.5 Conclusion
The dynamic nature of customer interactions in the digital era underscores the importance of
integrating technology with human elements in web-based customer service and support. While
AI and chatbots offer significant benefits, human agents remain essential for addressing complex
issues requiring empathy and creativity. Understanding the nuanced dimensions of customer
satisfaction and adopting best practices are crucial for businesses striving to enhance their web-
based customer service and support. The proposed project aims to develop a tailored software
solution informed by the identified trends, challenges, and best practices, ultimately contributing
to improved service delivery within the university context.
 3 CHAPTER THREE: Research Methodology
3.1 Introduction
The research methodology employed in this study follows a systematic approach, akin to the
waterfall methodology, encompassing distinct phases such as requirement gathering, design,
implementation, and testing. Each phase is meticulously executed to ensure the development of a
robust and user-centric web-based ticketing system.
3.2 Requirement Gathering
Requirement Gathering: To commence the process, data will be collected from a diverse pool of
students to ascertain how issues within their respective departments are resolved. Surveys,
interviews, and observations will be conducted to comprehensively understand their needs and
expectations.
Analysis: The gathered requirements will undergo thorough analysis to discern common themes,
prioritize features, and identify any constraints or limitations that may influence the development
process.
Documentation: The requirements will be meticulously documented using various techniques
such as use cases, user stories, and requirement specifications, ensuring clarity and structure in
the development process.
3.3 Design of the Web-Based Ticketing System
User Interface Design: An intuitive and user-friendly user interface will be designed, catering to
the needs of both students and department staff. Wireframes, mockups, and prototypes will be
developed to visualize the interface and gather feedback from stakeholders.
Database Design: A comprehensive database schema will be constructed, delineating all primary
keys, foreign keys, and the relationships between tables. This database schema will manage
crucial data pertaining to user profiles, ticketing information, and departmental records, ensuring
integrity, security, and scalability.
3.4 Implementation of the Web-Based Ticketing System
Frontend Development: The user interface components of the web-based ticketing system will be
developed using HTML, CSS, and JavaScript. Bootstrap will be leveraged for responsive design.
Backend Development: The backend logic of the system will be implemented using a robust
framework such as Python - Django. This entails functionalities such as user authentication,
ticket management, database interaction, and integration with external systems if necessary.
3.5 Testing
Component Testing: Manual testing will be conducted to validate the correctness of individual
components and ensure seamless interactions between different modules of the system.
Usability Testing: Representative users will engage in manual usability tests, wherein their
interactions with the system will be observed and feedback will be gathered. This feedback will
inform iterative refinements to enhance user-friendliness and functionality.
 3.6 Expected Outcome

Enhanced Accessibility: The implementation of the web-based ticketing system will enhance
accessibility by providing a centralized platform for students to raise and resolve complaints or
requests. This eliminates geographical barriers and facilitates easy access to departmental
support services, irrespective of the student's location.
Increased Convenience: The system's intuitive user interface and streamlined ticketing process
will enhance convenience for both students and department staff. Students will be able to submit
their issues or requests seamlessly, while department staff can efficiently manage and address
them in a timely manner.
Improved Efficiency: By automating ticket management processes and providing real-time
updates on ticket status, the system will improve the overall efficiency of departmental
operations. This will lead to quicker resolution times and enhanced satisfaction among students
and staff.
3.7 Literature Informed Hypothesis
H1: The developed web-based ticketing system will significantly improve the efficiency of issue
resolution within departments by providing a centralized platform for ticket management. This
improvement can be measured by a reduction in the average resolution time and an increase in
user satisfaction ratings.
H2: The user interface design of the web-based ticketing system will have a significant impact on
user engagement and satisfaction. A well-designed and intuitive interface will lead to higher user
adoption rates and increased user satisfaction.
3.8 Timeline
Requirement Gathering and Analysis: Weeks 1-2
Design and Prototyping: Weeks 3-4
Database Design and Development: Weeks 5-6
Frontend and Backend Development: Weeks 7-9
Testing and Quality Assurance: Weeks 10-11
Deployment and Documentation: Week 12
3.9 Conclusion
In conclusion, the research methodology outlined employs a structured waterfall approach to
develop a web-based ticketing system tailored to address student issues within university
departments. Beginning with comprehensive requirement gathering and progressing through
design, implementation, and testing phases, the methodology ensures a systematic and thorough
development process. Expected outcomes, such as enhanced accessibility, increased
convenience, and reduced stigma, are aligned with literature-informed hypotheses, providing a
framework for evaluating the system's effectiveness. The proposed timeline ensures a realistic
schedule for project completion. Overall, the methodology offers a clear and practical roadmap
for creating a user-friendly system to improve departmental support services at the university.
 Frequencies Percentage (%)
0 -18 years 11 18.3
19 -29 years 46 76.7
39 – 49 years 3 5
50 years and above 0 0

4 CHAPTER FOUR: Result and Interpretation

4.1 Data Analysis
This chapter is about the results obtained before and during the development of a web-based
ticketing System. Our analysis focused on both development process and user feedback.
4.2 Demographic analysis
4.2.1 Gender
Results in table 1 below show that 53.3% of the respondents were female and other 46.7% were
male.
Gender
Frequency Percent (%)
Female 32 53.3
Male 28 46.7
Total 60 100
Table 4.1- Gender Respondent

Figure 4.1 – Gender respondents

4.2.2 Age of the respondents
Results in table 2 below shows that 76.7% of the respondents were between 19-29 years, 18.3%
were between 0-18 years age range, 5% were between 39-49 years and 0% were 50 years and
above.
Table 4.2 – Age brackets of the respondent
Figure 4.2 – Age brackets of the respondent
4.2.3 Comfortability of issue solving in the institution
The table 3 below shows the number of respondents who agreed with the way their issues are
solved in the institution, 90% disagreed and 10% agreed.
Frequencies Percentage (%)
Yes 6 10
No 54 90
Table 4.3 – Comfortability of issue solving in TTU

Figure 4.3 – Comfortability on issue solving in TTU

4.2.4 Period taken for their issues to be solved
The table below shows the different time taken for the respondents’ issues to be solved
 Frequencies Percentage (%)

Instant 2 3.3

2 – 3 days 9 15.0

4 – 5 days 14 23.3

1 – 2 weeks 12 20.0

Above 2 weeks 23 38.4

Table 4.4 – Period taken to solve the issues

Figure 4.4 – Period taken to solve the issues

4.2.5 Rating system to be developed
The table below show the rating of the system to be developed (web-based ticketing system)
from the scale of 1 – 5
Frequencies Percentage (%)

1 4 6.7
2 3 5.0
3 10 16.7
4 13 21.6
5 30 30.0
Table 4.5 – Rating on the system
Figure 4.5 – Rating on the system
4.3 Descriptive analysis
I intended to know which departments do most of the respondents’ issues come from by selecting
several departments and the most department was Finance Department (58.3%) followed by ICT
Department (46.7%).
Frequencies Percentage (%)

Finance Department 35 58.3

My Course Department 13 21.7
ICT Department 28 46.7
Housing Department 10 16.7
Table 4.6 – Departments with the most Issues
Figure 4.6 – Departments with most issues
 4.4 System Design.
4.4.1 Database Design
The below are tables used in this web-based ticketing system i.e User schema, Department
Schema, Complaint schema and Feedback Schema.

Figure 4.7- Database Design

4.4.2 Web-based ticketing prototype design
 Registration Page
Figure 4.8 – Registration Page

 Login Page

Figure 4.9 – Login Page

 Dashboard
Figure 4.10 – Dashboard

 Raise Complaint
Figure 4.11 – Raise complaint

 View Feedback

Figure 4.12 – View Feedbacks

 Send feedback
Figure 4.13 – Send Feedback

Use case

Figure 4.14 – Use Case diagram

 4.5 Flow chart

Figure 4.15 – Flow chart

4.6 Results of Implementation
 4.7 Testing
Web-Based Ticketing System Results
Project Name: Web-Based Ticketing System
Project Version: 1.0
Test Date: 18/03/2024
Tester: Joseph Omuyaku
Test Environment:
Software: Web-Based Ticketing System v1.0
Operating System: Windows 10, Windows 11
Browsers: Brave, Microsoft Edge
Summary This test report provides a comprehensive overview of the testing activities conducted on the
Web-Based Ticketing System version 1.0. The testing included manual testing and usability testing, to
evaluate the functionality, usability, and key features of the system.
Test Objectives
1. Manual Testing:
• Verify core functionality
• Validate system behavior under different scenarios
• Identify defects and inconsistencies
2. Usability Testing:
• Assess user experience and interface usability
• Evaluate ease of navigation and task completion
• Gather user feedback and insights

4.7.1 Manual Testing

Test Test Case Description Expected Result Actual Result Pass/Fail
Case
ID
TC- Raise/Sent Complaint User should be able to send Users can successfully send Pass
001 complaint to a specific complaint to a department
department

TC- Sent Feedback to a User should able to send User can send the feedback to a Pass
`002 specific complaint feedback to a specific specific complaint.
complaint

TC- Reply to feedback. User should able to reply to a User can reply to feedback by Pass
 003 feedback and upload sending text, uploading images
document requested and documents

TC- View and download User should able to view and User can able to review and Pass
004 images and document download images and view images and documents and
uploaded by other user to documents send by another even downloading them to their
a system user. system.

TC- Transfer complaint to User should able to transfer User can transfer complaint to Pass
005 another department. complaint send to wrong another department.
department.

TC- System should prevent System should prevent the For a user to use the system, Pass
006 anonymous user. user who is not logged in he/she should login first.
from accessing the system’s
dashboard.
Table 4.7 – Manual Testing result

4.7.2 Usability Testing

Participant Task Success Time Taken Comments
ID (Yes/No) (seconds)
001 Login No 20 Not yet registered
001 Register Yes 45 Smooth process
001 Sent Complaint Yes 30 Quick and easy

001 Receive feedback on Yes 10 The result was received

complaint posted instantly.
002 Register and Login Yes 15 Quick and easy
002 View Complaints of a Yes 45 User-friendly interface
specific department
002 Reply to a specific Yes 25 Smooth process of
complaint. sending feedbacks

002 Download and view sent Yes 10 The files were received
files and downloaded.
Table 4.8 – Usability Testing