PAMANTASAN NG LUNGSOD NG MUNTINLUPA

COMPLAINT MANAGEMENT SYSTEM

IN PAMANTASAN NG LUNGSOD NG MUNTINLUPA

WITH AUDIT TRAILS AND STUDENT SATISFACTION RATINGS

A Capstone Project Presented to the Faculty of the

College of Information Technology and Computer Studies

Pamantasan ng Lungsod ng Muntinlupa

In Partial Fulfillment of the Requirements for the Degree

Bachelor of Science in Information Technology

CREER, GEORGE

TRINIDAD, KIMBERLYN

YU, ZAYURI JOYCE

DECEMBER 2024
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TABLE OF CONTENTS

PRELIMINARIES Page(s)

Title Page

Approval Sheet

Acknowledgement

Dedication

Executive Summary

Table of Content

List of Figures

List of Tables

CHAPTER

1. INTRODUCTION

Project Context

Purpose and Description

Objective of the Study

Scope and Limitation

2. REVIEW OF THE RELATED LITERATURE AND STUDIES

Technical Background

Related Literature
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Related Studies

Definition of Terms

3. METHODOLOGY

Requirement Analysis

Requirement Documentation

System Architecture

Design of Software, Systems, Product and/or Processes

Development and Testing

Implementation Plan
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Chapter 1

INTRODUCTION

PROJECT CONTEXT

Situated within the city of Muntinlupa, the Pamantasan ng Lungsod ng

Muntinlupa (PLMun) serves as a cornerstone of educational advancement and

community engagement. With its diverse student body and unwavering

commitment to providing accessible, quality education, PLMun stands as an

institution of academic excellence and social progress. The university that has

lots of scholarly activities and cultural diversity, symbolizes the spirit of

innovation and inclusive learning.

Amidst the dynamic environment at PLMun lies a persistent challenge:

the effective management of complaints from students. Despite the institution's

tireless dedication to service excellence, the absence of a complaint

management system has hindered efforts to address grievances promptly and

transparently. The Office of Student Affairs which currently handles the

complaints of students has been receiving complaints such as concerns

regarding guards and professors, discrimination, and sexual harassment.

Although the institution is addressing the complaints by making a change such

as hiring female guards and having e-Consultation in portals, some of the

students’ complaints are still unheard.

The need to have a complaint management system should not be

ignored as it offers students a safe space to voice their concerns and ensures
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that their voices are heard. Effective complaint management is necessary to

PLMun's commitment to accountability, and continuous improvement. By

establishing a complaint management system, PLMun can cultivate a culture of

responsiveness and trust, thereby fortifying its relationships with students and

enhancing overall institutional effectiveness.

The proposed solution entails the development and implementation of a

comprehensive Complaint Management System (CMS) tailored to the unique

needs of PLMun. This innovative system will serve as a centralized platform for

students to lodge complaints, track their progress, and provide feedback in real-

time. Key features include intuitive user interfaces for seamless complaint

submission, detailed audit trails for monitoring complaint resolution, and

integrated mechanisms for soliciting and analyzing satisfaction ratings. Through

the strategic integration of technology and best practices in complaint

management, the CMS seeks to streamline processes, foster transparent

communication, and elevate the quality of service delivery across PLMun.

PURPOSE AND DESCRIPTION

The proposed Complaint Management System for Pamantasan ng

Lungsod ng Muntinlupa is to achieve accountability, and user satisfaction while

simplify the complaint processing process. The system's primary functions will be

user registration and authentication, allowing staff, faculty, and students to have

safe access. With a user-friendly interface that lets users attach documents and
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provide complaint details, it will make the process of submitting complaints

easier. Each complaint gets a special number so we can keep track of it, and it

goes to the right department or person. The system will keep a record of

everything users do, so we can always see who did what. Also, users can rate

how satisfied they are with the solution, which helps us to improve the system's

performance.

With all these things working together, the Complaint Management System will

be really good at handling complaints. It will help people respond quickly and

improve over time at Pamantasan ng Lungsod ng Muntinlupa. Students will get

messages automatically and can give their thoughts, so they'll know what's going

on with their complaints. This will make them feel happier and more confident

that their concerns are being taken seriously.

Below are the following beneficiaries who will benefit from the system:

Students, Complaint Management System in Pamantasan ng Lungsod ng

Muntinlupa (PLMun), Students have an easy way to tell in website about any

problems they face, like issues with classes or facilities. This system also lets

students see what happens with their complaints and rate how satisfied they

are with the solutions. So, students can feel heard and see that their concerns

are taken seriously, and making them satisfied.

Office of Student Affairs, The Office of Student Affairs at PLMun will greatly

benefit from a Complaint Management System as it transforms how student

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concerns are handled. With this system, students can easily submit their

complaints and track their progress, knowing their voices are heard and their

issues are being addressed promptly. This transparency not only builds trust

but also reduces the workload for staff, allowing them to focus more on helping

students rather than managing paperwork. Additionally, the feedback and

reporting features will enable the office to continuously improve their services,

ensuring that every student feels supported and valued. Overall, this system

will create a more responsive and caring environment, showing students that

their well-being is a top priority.

PLMun, With a Complaint Management System, PLMun will become an even

more caring and supportive place for students. Imagine a system where

students can easily share their concerns and know that someone is listening

and ready to help. This system will ensure that issues are addressed quickly

and effectively, making students feel valued and understood. Real-time

tracking and transparent updates will show students that their problems

matter, creating a stronger sense of community and trust. Moreover, by

gathering feedback and insights, PLMun can continuously improve, making

sure that small issues don’t become big problems. Overall, this system will

highlight PLMun's dedication to its students' well-being, creating a warm and

responsive environment where every student feels seen and cared for which

can project a better image of the university.

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Researchers, The benefits of Researchers in this study is by gaining insights

into the specific problems faced by students. By analyzing the data collected

through the system, researchers can identify common issues among students

and understand how these challenges affect their academic experiences. This

system lets researchers suggest improvements, making this system more

focused on students problems and making sure everyone we will resolve student

problem.

Future Researchers, The Complaint Management System (CMS) at

Pamantasan ng Lungsod ng Muntinlupa (PLMun) with audit trails and

satisfaction ratings gives future researchers lots of chances. They can look at the

Complaint Management System data to see how things have been going,

compare different measures, and see what students problems. This helps them

study things , to find where things can get better, and help make PLMun a better

place for everyone. So, using the Complaint Management System helps future

researchers give good advice, make sure everyone does their part, and make

PLMun a nicer and better place for learning.

OBJECTIVE OF THE STUDY

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General Objective

To establish an efficient Complaint Management System (CMS) for the

specific needs of Pamantasan ng Lungsod ng Muntinlupa (PLMun) to enhance

transparency, accountability, and overall student satisfaction.

Specific Objectives

1. To design the system using the following features:

a. Capable of Sending Complaints to different departments or different person

in PLMun.

b. Design a dashboard that shows the total number of complaints received,

processed, pending, and resolved, as well as the classification of complaints (low

urgency, moderate urgency, high urgency, very high urgency, and critical

urgency).

c. Provide satisfaction ratings.

d. Generate comprehensive report on complaints including number of

complaints, resolution times, and satisfaction ratings and export report in PDF

format.

2. To develop a system using HTML, CSS, Javascript, PHP, and MySQL.

3. To test the system using Likert scale.

4. To evaluate the system using ISO/ IEC 25010:2011.

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5. To implement the system ensuring seamless integration with existing

infrastructure and workflows at Pamantasan Lungsod ng Muntinlupa.

SCOPE AND LIMITATION

Scope:

The scope of this study encompasses the development and

implementation of a comprehensive Complaint Management System (CMS)

specifically designed for Pamantasan ng Lungsod ng Muntinlupa (PLMun). The

CMS will cover all types of complaints from students and will include

functionalities such as complaint submission, tracking, resolution, and feedback

mechanisms. Additionally, the CMS will feature audit trails for monitoring

complaint handling processes and analyzing performance metrics. The

implementation of the CMS will involve collaboration with stakeholders across

various departments within PLMun.

Limitation:

While the CMS aims to address the challenges associated with complaint

management at PLMun, it is important to acknowledge certain limitations. These

may include resource constraints, technical challenges, and potential resistance.

Additionally, while the CMS can improve efficiency and transparency in complaint

resolution processes, it may not completely eliminate all issues or conflicts within
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the university. Furthermore, the success of the CMS relies on active participation

and engagement from students, faculty, and staff.

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Chapter 2

REVIEW OF THE RELATED LITERATURE AND STUDIES

TECHNICAL BACKGROUND

The system will be developed using a combination of PHP programming

language, JavaScript, HyperText Markup Language (HTML), Cascading Style

Sheets (CSS), and MySQL. The MySQL server will function as the Database

Management System (DBMS), XAMPP is the development environment that will

run the web server locally on the computer, and Visual Studio Code will be used

as the Integrated Development Environment (IDE). The primary goal of this

research is to create a web-based student complaint management software that

is highly effective, efficient in meeting the project objectives and the same time,

user-friendly.

RELATED LITERATURE

In our society, complaining is a widespread phenomenon, although it often

carries a negative connotation. As a mode of communication, complaining comes

with both advantages and disadvantages. On one hand, it serves as a means of

connection, bringing people together through shared grievances, providing a

sense of relief after expressing frustrations, and validating one's feelings. [1]
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Complaints are an important way for the management of an organization to be

accountable to the public, as well as providing valuable prompts to review

organizational performance and the conduct of people that work within and for it.

[2]

Understanding what people are thinking can feel like navigating a maze.

Even if the majority seem happy with our services, there might be a few who

harbor dissatisfaction. This emphasizes the need for a caring complaint

management system that nurtures genuine connections with individuals. To

handle complaints well, it's vital to create strategies for listening to feedback,

responding promptly, and channeling criticisms to the right departments or

people (IONOS, 2019). [3]

In an article published online by Ciesla (2019), every complaint is like a

treasure trove of insights for the company. By carefully handling complaints, we

can uncover valuable information that can help us improve our products or

services. When we address complaints with care, it not only enhances our

organization's reputation but also leads to happier customers. [4]

Management is a fundamental principle essential to all types of

organizations, whether they operate in business or non-business sectors like

hospitals or schools. (Geeks for Geeks, 2024) [5] On the other hand, complaint

management involves addressing individual complaints while also identifying

chances for systemic enhancements. Complaints are an inevitable part of

operations for any organization that engages with the public. [6]
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Nasr (2015) describes a complaint system as a set of processes within

organizations aimed at addressing concerns and resolving conflicts. [7]

The online complaint management system serves as a digital platform

tailored to streamline the process of filing complaints. This initiative aims to

establish an efficient and user-friendly interface for citizens, facilitating the

submission of complaints through a centralized system. By leveraging this online

platform, individuals can address their issues conveniently and save time.

(Elagaon, et al., 2024) [8]

Phabmixay and Rodriguez-Escudero (2019) made new developments in

the conceptualization of the complaint management system in their research by

exploring the advantages of standardizing the complaint handling process.

Drawing from a mechanistic approach to organizational behavior, we argue that

standardization can mitigate defensive reactions from employees and managers,

who may perceive receiving complaints negatively. Specifically, they examine

how the three categories of guidelines—procedural, behavioral, and outcome—

contribute to achieving fair resolutions for customers and, consequently, enhance

satisfaction with the system. [9]

In the digital era, information spreads rapidly. We've witnessed individuals

sharing their grievances online about their experiences with schools and how

these issues were poorly addressed. This reflects negatively on the school or

university. However, having a transparent complaints procedure that is readily

accessible to students and the public, and promptly and efficiently addressing
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these concerns, ensures that complainants leave satisfied. Effective complaints

management is beneficial for the school's reputation. (Causia, 2024) [10]

An effective complaint management system helps gauge complainant

satisfaction and acts as a valuable source of information and feedback for

improving services. (Ombudsman, 2020) [11]

RELATED STUDIES

In a study led by Afifiy and Kadry (2019), a new approach to handling

customer complaints was introduced, focusing on making the system accessible

to organizations of all sizes. By leveraging modern technologies, the researcher

designed and developed a user-friendly system that simplifies the process,

allowing even small businesses to create their own complaint management

systems. The study provided a detailed overview of how the electronic Customer

Complaint Management System (e-CCMS) operates as a web-based service,

emphasizing its potential to address complex issues effectively. The results from

implementing this system were encouraging, suggesting that it could be further

refined or expanded in the future. Moreover, the researcher highlighted how the

system works, who it benefits, and how users can interact with it, aiming to

enhance citizen engagement and loyalty. The study also demonstrated the

practicality of using Service-Oriented Architecture (SOA) standards, showcasing

its flexibility and its ability to create seamless solutions without the constraints of

traditional application structures. [12]

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In another recent study led by Afify and his colleagues (2017), a new

approach to supporting students emerged, focusing on improving how complaints

and academic advising are handled within universities. This research reflects a

sincere effort to understand and address the needs of students and academic

staff alike, acknowledging the challenges they face in navigating the educational

journey. The heart of this study lies in the creation of the e-Academic Advising

System, a digital tool designed to make the advising process smoother and more

effective. Imagine a platform where students can easily reach out for guidance

and support, and advisors can seamlessly provide personalized assistance

tailored to each student's needs and concerns. What's truly remarkable about

this system is its inclusivity. It empowers students to voice their thoughts, share

their experiences, and express their concerns in a way that feels comfortable and

accessible. No longer do students feel unheard or overlooked; instead, they're

given a voice and a platform to make a real difference in their educational

experience. Similarly, academic advisors benefit greatly from this system, gaining

valuable insights into students' perspectives and needs. By having a clear view of

students' complaints, suggestions, and comments, advisors can better

understand the challenges students face and provide more effective guidance

and support. [13]

The study by students of medicine seeks to examine the factors

contributing to complaints within primary healthcare institutions due to limitations

in medical resources, which often result in concerns from patients and their
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families regarding the quality of medical services. The objective is to analyze

these causes and implement strategies to enhance service quality, elevate

patient and family satisfaction, and mitigate the frequency of complaints. Data

relevant to verified complaints were collected and categorized according to

departments, administrative offices, and specific issues.Complaints originating

from various departments and administrative offices exhibit a significant

correlation with overall satisfaction levels. Following the implementation of a

complaint management system within primary healthcare institutions, notable

improvements have been observed in service quality, patient experience,

satisfaction levels, and a subsequent reduction in hospital-related complaints.

(Chen et. al, 2024) [14]

The E-Complaint Resolution System represents a significant advancement

in complaint management by digitizing the process, thereby revolutionizing the

way complaints are logged and resolved. With the invaluable guidance of Prof.

Deepti Pawar and the collaborative efforts of team members, this system has

been meticulously developed to address the time constraints typically associated

with complaint resolution. By offering a user-friendly interface with separate

modules for users and administrators, the system facilitates seamless

communication and swift action on complaints. This innovative approach not only

enhances the efficiency of complaint handling but also fosters transparency and

accountability in the resolution process, ultimately leading to improved service

quality and customer satisfaction. [15]

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Alve, et al. developed a web application for managing complaints in hostel

and college settings, while Manuhutu and Uktolseja developed an online

students' complaint system for an English study program. Nasr and Alkhider

proposed an Online Complaint Management System to simplify issue resolution

for the public. [16]

The study led by Oghenekaro and Ibitomisin aimed to create and deploy

an interactive web-based system for managing student complaints, specifically

targeting the challenges encountered by students in tertiary institutions.

Presently, students encounter obstacles in registering complaints and

experiencing delayed responses. The automated complaint management system

offers students a secure platform to voice their concerns without apprehension of

repercussions. [17]

Anusiuba and his colleagues developed a system designed to simplify the

process for students to lodge complaints while ensuring accurate record-keeping

of these complaints. They aim to design and implement a Web-Based Student

Complaint Management System to help the students who are facing challenges

in tertiary institutions. The complaint registration is difficult and responses to

complaints tend to be quite slow so they considered building a system that will

allow students make complaints in a much easier manner, and also keep

accurate track of complaints made. A web-based complaint management system

provides students with a safe space to voice their concerns without the fear of

facing any negative consequences. [18]

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In recent years, there has been increasing interest in the creation of online

complaint management systems within educational institutions, driven by the

need to address student grievances promptly and effectively. Emuoyibofarhe et

al. (2023) conducted an extensive investigation into the design of an online

student complaint management system, with a specific focus on Bowen

University in Nigeria. Their study underscored the importance of such systems in

improving the overall student experience and bolstering institutional reputation.

Through survey-based research, the authors assessed the effectiveness of the

current complaint handling system and put forward an online model aimed at

simplifying the process. [19]

Implementation of complaint management systems has become

imperative within educational institutions to effectively address grievances and

enhance student satisfaction. Al-Waeli and Hassan (2022) introduced a Student

Complaint Management System (SCMS) designed to streamline the complaint

process and provide students with a user-friendly platform for submitting their

concerns. This system aims to overcome the limitations of traditional paper-

based methods by offering an online platform accessible from anywhere at any

time.

In their research, Al-Waeli and Hassan (2022) emphasized the importance

of integrating technology into complaint management processes to enhance

efficiency and transparency. Through a prototype model comprising planning,

analysis, design, and implementation stages, the researchers developed a

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comprehensive system capable of efficiently managing student complaints.

Leveraging Brackets Software, PHP programming language, and MySQL

database facilitated the creation of a robust and user-friendly platform accessible

to both students and administrators. [20]

Implementing a web-based complaints management system within any

university community will greatly enhance the efficiency of school management

operations in handling and addressing complaints. The system has been

developed using various concepts, tools, and programming languages for both

backend and frontend functionalities, along with a robust database storage

service. Future research endeavors will focus on incorporating additional features

to further improve user experience, such as complaint tracking and a private

messaging module. Moreover, the system is adaptable for mobile operating

systems, making it accessible on Android and iOS devices. Additionally, the

complaint management system can be customized for use in other organizations

that prioritize customer satisfaction. (Daramola et al., 2023) [21]

DEFINITION OF TERMS

Operational Terms

 Digital Platform - A digital platform is an online-based framework that enables

various applications, services, and interactions, such as social media sites, e-

commerce websites, and cloud services.

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 Digital Era - The digital era refers to the current period of time characterized

by the widespread use of digital technology, impacting how people

communicate, work, and access information.

 Tertiary Institutions - Tertiary institutions are educational establishments that

provide post-secondary education, such as universities, colleges, and

technical institutes.

 Web Application - A web application is a software application that runs on a

web server and can be accessed through a web browser over the internet.

 Prototype Model - A prototype model is an early, functional version of a

product or system that is built to test concepts and gather feedback before

the final version is developed.

Technical Terms

 Hypertext Preprocessor (PHP) - PHP is a server-side scripting language

designed for web development that allows you to create dynamic and

interactive web pages.

 HTML - HTML, or HyperText Markup Language, is the standard language

used to create and structure the content on web pages.

 CSS - CSS, or Cascading Style Sheets, is a style sheet language used to

describe the presentation and layout of web pages, including design, colors,

and fonts.
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 JavaScript - JavaScript is a text-based programming language used both on

the client-side and server-side that allows you to make web pages

interactive, enabling dynamic content updates, animations, and other

interactive features.

 MySQL - MySQL is an open-source relational database management system

(RDBMS) that uses structured query language (SQL) to manage and

manipulate databases.

 DBMS - A DBMS, or Database Management System, is software that

enables the creation, management, and administration of databases,

providing tools for data storage, retrieval, and updating.

 Visual Studio Code - Visual Studio Code is a free, open-source code editor

developed by Microsoft that supports various programming languages and

offers features like debugging, version control, and extensions for additional

functionality.

 IDE - An IDE, or Integrated Development Environment, is a software

application that provides comprehensive facilities to computer programmers

for software development.

 XAMPP - XAMPP is a free and open-source cross-platform web server

solution stack package that includes Apache, MySQL, PHP, and Perl, used

for local web development and testing.

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index.php/laujci/article/view/70. [Accessed: May 13, 2024]

[20] W. S. N. Al-waeli and N. B. Hassan, “Student Complaint Management

System,” Applied Information Technology And Computer Science, vol. 3, no. 1,

pp..748.to.759,.Jun..2022,.Available:.https://publisher.uthm.edu.my/periodicals/

index.php/aitcs/article/view/2440. [Accessed: May 13, 2024]

[21] K. Okokpujie, I. Okokpujie, and D. Daramola, “Development of Web

Application Complaint Management System (A Case Study of Covenant

University Environment),” vol. 08, no. 11, Nov. 2023.

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Chapter 3

METHODOLOGY

This chapter presents an approach utilized throughout the study of the

diagrams along with an overview of the methodologies used in the research. This

methodology provides a structured approach to implementing a Complaint

Management System at Pamantasan ng Lungsod ng Muntinlupa, Requirements

analysis, requirements documentation, software design, product/system design,

development and testing, and implementation plan.

REQUIREMENTS ANALYSIS

The requirements analysis phase for the Complaint Management System

(CMS) at Pamantasan ng Lungsod ng Muntinlupa (PLMun) begins by examining

the current manual complaint management process, identifying inefficiencies in

submission, logging, assignment, resolution, and feedback. Key stakeholders

identified include students, Office of Student Affairs, department heads, staff, and

the IT department. Methods used for gathering requirements include interviews,

surveys, and document analysis to comprehensively understand user needs and

system functionalities. Functional requirements cover user management with

secure authentication and role-based access, streamlined complaint handling

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with real-time tracking, robust resolution management, structured feedback

collection, and thorough audit and reporting features. A functional decomposition

diagram illustrates the hierarchical structure of CMS modules, while the

dashboard visualizes user interactions with features such as login processes,

complaint submission, tracking, feedback provision, and system reporting. This

phase aims to develop a user-centered CMS that resolves current system

challenges and aimes to meet expectations for efficiency, transparency, and user

satisfaction.

Current System

The current process for managing complaints is primarily manual,

overseen by the Office of Student Affairs. This involves students submitting

complaints through written forms or directly to the office. Once received,

complaints are logged manually in physical logbooks or basic spreadsheets.

While this method allows for some level of tracking and resolution, it has notable

drawbacks. Firstly, it is inefficient, consuming considerable time and resources

due to the manual handling of complaints. Secondly, there is a risk of errors such

as data entry mistakes and misplaced documents, leading to delays and

confusion in addressing complaints. Additionally, the decentralized nature of the

process complicates tracking and resolution, making it challenging for both

students and staff to monitor complaints in real-time. This lack of centralized

oversight also diminishes transparency, as students often lack visibility into the
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status and progress of their complaints, which can result in dissatisfaction. These

challenges underscore the need for an improved Complaint Management System

(CMS) at PLMun that enhances efficiency, accuracy, and transparency to better

serve student needs. mentation purposes into either a physical logbook or a

simple spreadsheet. This process is known a

Figure 1: Current Complaint Management Process Flowchart

The process of handling student complaints begins with Complaint

Submission, where students can submit their complaints through various

channels such as written forms, emails, or directly to the Office of Student Affairs.

After complaints are received, they are manually entered for documentation

complaint logging. Next, during the Complaint Assignment process, every

complaint is matched with the relevant department or staff member according to

the specifics of the problem. This guarantees that the complaint gets to the

people who are most qualified to deal with it.

After assignment, the process of investigation and resolution begins as the

designated staff members look into the complaint in-depth and take the required

steps to quickly resolve it. Occasionally, Feedback and Follow-up may be

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solicited from students to gauge their satisfaction with the resolution process and

to ensure that their concerns have been adequately addressed.

Problems Identified

- Inefficiency: Manual processes are time-consuming and resource-intensive.

- Lack of Transparency: Students have no way of tracking the status of their

complaints.

- Inconsistent Feedback Mechanism: No standardized method for capturing and

analyzing student satisfaction.

REQUIREMENT DOCUMENTATION

The requirement documentation establishes the basis for agreement

between the clients (students, administrators at PLMun, and persons-in-charge in

every department) and the developers on what are the functionalities of the

Complaint Management System (CMS).

Context Diagram

This context diagram illustrates the boundaries and interactions of a

system with its external entities. It provides a simplified view of the system,

showing the relationships between the system and its environment without

delving into internal details.

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Figure 2. Data Flow Chart of the Proposed System

The system has three users: students, office of student affairs, and the head of

every department existing in the university. The students submits complaints and

in return, the system will provide a status of the complaint submitted. If the

complaint is for the Office of Student Affairs, it will be directed there and in return,

the student who sent the complaint will see complaint’s progress in the system;

the same thing happens with the heads of the department.

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Data Flow Diagram

This diagram show how data moves from external sources into the

system, how it is processed or transformed, and how it is output to external

destinations.
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Figure 3. Flow Chart of the Proposed System

The system will receive complaints from students and the Office of Student

Affairs or the program chairs of the department will check if the complaint is valid

or not. If it is valid, it will be reviewed and resolved. If not, it will be disregarded.

Use Case Diagram

This use case diagram provides a visual representation of the different

use cases, or actions, that users can perform within the system, as well as how

these actions relate to each other and to the system's functionalities.

Figure 4. Use Case Diagram

The student is the primary user of the system can submit and track complaint, as

well as provide feedback. The head of Office of Students Affairs, which will act as
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the administrator of the system, can view complaints, update complaints, view

feedback, and generate reports. The head of a department can view and update

complaint.

Functional Decomposition Diagram

This functional diagram illustrates the system’s structure and

functionalities.

Figure 5. Functional Decomposition Diagram of the Proposed System

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The complaint management system proposed in PLMun has the functionalities

like receiving complaints, managing complaints, receiving complaints, and

generating reports.

Entity-Relationship Diagram

This diagram depicts the entities within a system and the relationships

between them.

Figure 6. Entity Relationship Diagram

In the system, information such as the student number, first name, last name,

course, and year of the student will be included. The complaint section of the
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system will include the details of the complaint, the department to which the

complaint is directed to, the date the complaint was submitted, and the level of

urgency.

DESIGN OF SOFTWARE, SYSTEMS, PRODUCT AND/OR PROCESS

The Complaint Management System at Pamantasan ng Lungsod ng

Muntinlupa is a web-based system designed to make it easier to handle

complaints at our university. The system helps to keep the process efficient

transparent and allows for valuable feedback to improve services.

The system's main feature is complaint tracking which lets users submit

their complaints online and check their status in real time This ensures every

complaint is recorded sorted and sent to the right department for resolution.

Users receive updates at each step keeping them informed another key feature

is the audit trail which keeps a detailed record of all actions taken on each

complaint including dates actions and updates. This ensures transparency and

accountability allowing administrators to review how complaints are handled and

identify any issues.

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Figure 7. Conceptual Framework

In order for the Complaint Management System in Pamantasan ng Lungsod ng

Muntinlupa to work, it is required to have a knowledge in web development

(HTML, CSS, Javascript, and PHP) and database management (MySQL),

software such as VS Code, XAMPP and MySQL, and a hardware which is a

laptop or PC with at least i5 processor. The satisfaction ratings will serve as an

instrument to know if the system is effective or not.

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DEVELOPMENT AND TESTING

The Waterfall Methodology is a systematic approach to the software

development and it has several phases that include requirements analysis,

Requirement documentation, system design, system development and testing,

and system implementation. Every step needs to be executed finished before

starting to the next and ensuring that everything is achieved in a systematic

manner. This approach begins with gathering all user needs emphasizing clearly

and then implementing the functionality and appearance of the system. The

system is then constructed and thoroughly examined to make sure it works

properly and to the final step is to deploy the system, train users, and provide

support. This approach works best for projects with clear requirements and helps

everyone involved understand the plan and progress by following to these

organized methods procedures we will ensure that the Complaint Management

System follows all defined requirements and operates without issue for handling

complaints at Pamantasan ng Lungsod ng Muntinlupa.

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Project Evaluation

The evaluation instrument will be based on the characteristics and sub-

characteristics provided by ISO/IEC 25010:2011.

Respondents of the study are the individual users of the system such as

the 20 Information Technology (I.T.) experts and 30 actual users. Purposive

sampling will be used to select the number of respondents. Purposive sampling

is a non- probability sampling technique; it is a form of sampling in which the

selection of the sample is based on the judgment of the researchers as to which

subjects.
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Table 1. System Evaluation Characteristics ISO/IEC 25010:2011

Software Evaluation for both User and IT Experts

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Table 2. Likert Scale as the Evaluation Tool of Complaint Management System

in Pamantsan ng Lungsod ng Muntinlupa with Audit Trials and Student

Satisfaction Ratings

The statistical tool that will be used in the interpretation of data is weighted

arithmetic mean as shown at table 2. Arithmetic mean is used to determine the

average responses of the five option in each item, namely, 5 (excellent), 4( very

good), 3 (good), 2 (fair) and 1 (poor). The arithmetic means for each software

characteristics were computed. These were used to derive the overall evaluation

mean.
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IMPLEMENTATION PLAN

The developed system will be presentation to Pamantasan ng Lungsod ng

Muntinlupa after revisions and finalizations are made. If the said institution

proceeds to the adaptation of the system, the proponents of the system will

submit the complete version of the system together with its documentation.

Table 3. Implementation Plan

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The system will use strategies such as approval from the institution, system

installation, information distribution, and training and demo for the

implementation plan. The implementation plan will last for about a month and a

week.
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