Pnscares: The android based mobile application to manage student complaints

Managing the complaint is tough to handle, efficient response to the complaints from the customer can be an indicator to measure an organization’s performance. We’ve chosen Politeknik Nilai as one of the institutions that are facing daily complaints from the students and parents. Currently, they are...

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Bibliographic Details
Published in:Bulletin of Electrical Engineering and Informatics
Main Author: Illias N.; Abdul Hamid N.H.; Shaffiei Z.A.
Format: Article
Language:English
Published: Institute of Advanced Engineering and Science 2020
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083114178&doi=10.11591%2feei.v9i3.2065&partnerID=40&md5=9d826e8b171fff534e3ede447aa0677d
id 2-s2.0-85083114178
spelling 2-s2.0-85083114178
Illias N.; Abdul Hamid N.H.; Shaffiei Z.A.
Pnscares: The android based mobile application to manage student complaints
2020
Bulletin of Electrical Engineering and Informatics
9
3
10.11591/eei.v9i3.2065
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083114178&doi=10.11591%2feei.v9i3.2065&partnerID=40&md5=9d826e8b171fff534e3ede447aa0677d
Managing the complaint is tough to handle, efficient response to the complaints from the customer can be an indicator to measure an organization’s performance. We’ve chosen Politeknik Nilai as one of the institutions that are facing daily complaints from the students and parents. Currently, they are using the manual form to lodge a complaint and receive the feedback via email. In this study, we developed an android based mobile application to manage the students’ complaint. With mobile apps, the management can prevent the loss of complaint forms and keep track of the records. This system will send feedback and notification directly via students’ mobile phone. This study referred to the ten principles for effective complaint handling by Ombudsman. We only referred to eight principles to construct the PNSCares. The methodology used to develop mobile apps is using the Mobile Application Development Life Cycle (MADLC). System Usability Scale (SUS) is used to measure the effectiveness of the mobile apps. The feedbacks from ten respondents on the PNSCares prototype are good with 72 scores in SUS for perceived usefulness and ease of use factor. Based on the result, the prototype is effective and easy to use. © 2020, Institute of Advanced Engineering and Science. All rights reserved.
Institute of Advanced Engineering and Science
20893191
English
Article
All Open Access; Gold Open Access
author Illias N.; Abdul Hamid N.H.; Shaffiei Z.A.
spellingShingle Illias N.; Abdul Hamid N.H.; Shaffiei Z.A.
Pnscares: The android based mobile application to manage student complaints
author_facet Illias N.; Abdul Hamid N.H.; Shaffiei Z.A.
author_sort Illias N.; Abdul Hamid N.H.; Shaffiei Z.A.
title Pnscares: The android based mobile application to manage student complaints
title_short Pnscares: The android based mobile application to manage student complaints
title_full Pnscares: The android based mobile application to manage student complaints
title_fullStr Pnscares: The android based mobile application to manage student complaints
title_full_unstemmed Pnscares: The android based mobile application to manage student complaints
title_sort Pnscares: The android based mobile application to manage student complaints
publishDate 2020
container_title Bulletin of Electrical Engineering and Informatics
container_volume 9
container_issue 3
doi_str_mv 10.11591/eei.v9i3.2065
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083114178&doi=10.11591%2feei.v9i3.2065&partnerID=40&md5=9d826e8b171fff534e3ede447aa0677d
description Managing the complaint is tough to handle, efficient response to the complaints from the customer can be an indicator to measure an organization’s performance. We’ve chosen Politeknik Nilai as one of the institutions that are facing daily complaints from the students and parents. Currently, they are using the manual form to lodge a complaint and receive the feedback via email. In this study, we developed an android based mobile application to manage the students’ complaint. With mobile apps, the management can prevent the loss of complaint forms and keep track of the records. This system will send feedback and notification directly via students’ mobile phone. This study referred to the ten principles for effective complaint handling by Ombudsman. We only referred to eight principles to construct the PNSCares. The methodology used to develop mobile apps is using the Mobile Application Development Life Cycle (MADLC). System Usability Scale (SUS) is used to measure the effectiveness of the mobile apps. The feedbacks from ten respondents on the PNSCares prototype are good with 72 scores in SUS for perceived usefulness and ease of use factor. Based on the result, the prototype is effective and easy to use. © 2020, Institute of Advanced Engineering and Science. All rights reserved.
publisher Institute of Advanced Engineering and Science
issn 20893191
language English
format Article
accesstype All Open Access; Gold Open Access
record_format scopus
collection Scopus
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