Title: Design and Implementation of a Web-Based Student Complaint Management System for Universities
Authors: Imani Ntakimazi Kabelele, Kharoun Khalfan Hhalla, Yohana Mwamasangula, Joseph Ronjino Mkakilwa, Irene Rayman Mlangali, Ibrahim Fredy Mwandemani, Halid Salum Athumani
Volume: 10
Issue: 4
Pages: 106-111
Publication Date: 2026/04/28
Abstract:
The effective management of student complaints is an essential component of quality service delivery in higher education institutions. Universities are required to provide reliable and transparent mechanisms through which students can express concerns related to academic, administrative, and campus services. However, many institutions still rely on traditional complaint handling approaches that are often inefficient, unstructured, and lack proper follow-up procedures. These limitations result in delayed responses, poor record management, and reduced student satisfaction. This project proposes the development of a University Student Complaint Portal, a web-based system designed to streamline the process of submitting, tracking, and resolving student complaints. The system provides a centralized platform that allows students to report issues easily while enabling administrators to manage and respond to complaints in an organized and timely manner. Key features of the system include complaint categorization, real-time status tracking, notification mechanisms, and reporting tools for data analysis. The proposed system aims to improve transparency, accountability, and efficiency in complaint management. By digitizing the process, the platform enhances communication between students and university authorities while providing valuable insights that support decision-making and institutional improvement. Ultimately, the system contributes to a more responsive and student-centered academic environment.