Online Complaint Management System Capstone Project

Online Complaint Management System Capstone Project


Online Complaint Management System is a capstone project that is design to serve as a platform to address complaints and resolve disputes. The system provides an online way of resolving problems faced by the public or people within the organization. The system will make complaints easier to coordinate, monitor, track and resolve.

Online Complaint Management System Capstone Project
Online Complaint Management System Capstone Project

The existing way of managing complaints are done manually and involve loads of paper works. The conventional way is time consuming for both the complainant and those who attend to the complaints. Complaints are hard to manage, monitor and resolve. The existing manual way is considered as inefficient especially in responding quickly to the complaint. Filing and addressing the complaint takes a lot of time and effort for both parties.

Proposed Solution

To address the problems encountered in manually managing the complaint, the researchers of this study design and develop an Online Complaint Management System to eliminate the existing manual system of complaint management. The Online Complaint System is an effective tool to handle complaints, determine target problem areas and resolve problems. Online Complaint Management System is a tool in assessing, analyzing and responding to user’s complaints mostly customer complaints.

The proposed database driven application can be applied to various organizations such as the academic institution, business organization, local government units and many more. Database system is very vital to the success of the organization’s processes. Complaints management system is an example of a database system that organizes the records in terms of customer or stakeholders complaints and queries.

Objectives of the Study

General Objective – the main objective of this capstone is to design and  an online platform for complaint management.

The following are the specific objectives of the research study:

  1. The system will manage the filed complaints of the users or customer virtually.
  2. To provide an efficient way of handling complaints.
  3. Output of the capstone project will provide an easy and very accessible to the users.
  4. To develop an information system that will increase the response time to the complaints and resolve the problem quickly.
  5. The system will eliminate the paper works in handling documents for complaints.

Significance of the Study

The following individuals or groups will benefit from this study:

End-user or the stakeholders of the institution. It will be easy for them to relay their complaint to the company or their organization via online. It refers to the customers, clients and stakeholders of the organization.

Organization and Companies. They can use the system to handle their customers complaints and resolve it quickly. Output of the project can produce reports that may help decision makers to take the corresponding actions and interventions.

Researchers. The researchers of this study will benefit by enhancing their skills in providing solution to the problems the modern day is facing. This will improve their skills in programming specifically in web development and database design.

Future Researchers. They can use this study as a basis for their study and future research pursuit. Output of the project may be incorporated to other database systems and develop a holistic project for the organization.

Development Tools

The capstone project entitled “Online Complaint Management System” is an online platform that will be designed and developed in PHP, MySQL and Bootstrap.

PHP or Hypertext Preprocessor – this is a scripting language intended to develop dynamic web application and projects.

MySQL/MariaDB – it is the database or storage section of the system. Records will be stored in an electronic manner and in tabular format.

Bootstrap – it is a framework for designing user interfaces. The said framework is based on HTML, CSS and Javascript technologies.

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