COMPLAINT MANAGEMENT SYSTEM

YUC Complaint Management System



Abstract

This article explores the factors that influence students' intention to complain following a bad classroom experience using a customer service framework from the marketing literature. An online survey was conducted with 288 participants using the critical incident approach. Results indicate that predictors of intention to complain differ based on the target of complaint behavior (school, friends, or unknown others) and the mode of complaint (in person or using the web). Specifically, the more dissatisfied students are, the more likely they are to complain to the school and to friends either in person or using the web but not to unknown others. Students complain to the school only if the effort involved is minimal and they believe the school will respond. Students complain to friends and unknown others in person if they feel the school will respond to negative press. Personal characteristics also influence intentions to complain. Students with a propensity to complain broadcast their negative experience via the web, grade conscious students tell their friends but only in person, and heavy social media users inform their friends using the web. Implications for faculty and administrators are discussed.

CHAPTER 1

1.1 Overview of the Project6

1.2 Project Overview8

1.3 Benefits of the Project8

1.4 Objectives9

1.5 Hypothesis9

CHAPTER 2

2.1 Introduction11

2.2 Initial Study (Literature Review)11

2.2.1 Student Responses to Negative Classroom Experiences11

2.2.2 Channels of Complaint Behavior13

2.2.3 The Importance of Student Expectations to Predict Satisfaction15

2.2.4 Dissatisfaction and Complaint Intentions16

2.2.5 Likelihood of Successful Complaint Outcomes18

2.2.6 Effort to Complain20

2.2.7 Personal Characteristics Influencing Complaint Intentions21

2.2.8 Role of Unfairness22

2.2.9 Stability of Cause23

2.2.10 The Role of Complaint Management in the Service Recovery Process24

2.2.10.1 Service Recovery26

2.2.10. 2 Understanding Complaints27

2.3 Handling Student Complaints - Procedures for Managers29

2.3.1 Principles for handling student complaints29

2.3.2 Procedures for handling student complaints30

2.3.3 When should a complaint be in writing?31

2.3.4 Handling of Complaints32

2.3.4.1 When should Complaint be reffered?34

2.3.4.2 When and how do I investigate a complaint?36

2.3.4.3 Possible outcomes of the complaint resolution process38

2.3.4.4 Documents required for a complaint39

2.3.4.5 Other avenues are available for dealing with student complaints?40

2.3.4.6 Role of the Student Ombud Office42

2.4 Organization's response to complaints42

2.4.1 Timeliness44

2.4.2 Facilitation47

2.4.3 Redress50

2.5 Data Collection Method52

2.6 Organization Feasibility53

CHAPTER 3

3.1 Introduction57

3.1.1 DFD's of Complaint management System57

3.1.2 EFD of Complaint Management System58

3.2 The Implementation of Agent-based Complaint Management System58

3.2.1 The problem of Complaint Management System59

3.2.2 The Proposed Agent-based Solution61

3.3 Structureal model for Online Complaint Management System64

3.3.2 Entering an Academic Appeal66

3.3.3 Entering a Student Complaint70

3.3.4 Editing a Complaint or Appeal71

3.3.5 Managing your Cases72

3.3.6 Views74

3.3.7 Giving Others Access to a Case75

3.3.8 Select Stop Inheriting Permissions76

3.3.9 Reports77

CHAPTER 4

4.1 Result and Discussion79

4.2 Discussion81

4.2.1 Implications for Faculty and School Administrators85

CHAPTER 5

5.1 Conclusion91

REFERENCES93

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List of Tables

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List of Figures

Figure 1: Antecedent model of students' intention to complain24

Figure 2: Proposed Agent-Based Complaint System62

Figure 3: Sequence of Diagram for Agent Based63

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CHAPTER 1

1.1 Overview of the Project

This project has been designed to come up with a complaint management system for the ...