DEVELOPMENT OF A STUDENT COMPLAINT WEB APPLICATION SYSTEM.

ABSTRACT Complaint management has served as a unique and efficient method of assessing student and staff satisfaction in any university community. It has helped foster improvement and change in the way operations are carried out and ensure that the students and staff are served to the best of the university’s ability. Although there have been massive improvements using complaint management, there is still a lack of efficiency when it comes to manual complaints management. This dissertation presents the design, development, and implementation of a web-based complaint system tailored for addressing and managing complaints within a university setting. Recognizing the significance of effective communication and stakeholder engagement in fostering a positive academic environment, this research focuses on the creation of a robust digital platform to streamline and enhance the complaint resolution process at the Federal University of Petroleum Resources Effurun. The study begins with a comprehensive review of the existing complaint management systems, emphasizing the unique requirements and challenges within the higher education context. Leveraging user-centered design principles, the proposed web-based system prioritizes accessibility, transparency, and user-friendliness to encourage active participation from students.