Exploring Students’ Complaints Management in Higher Learning

Abstract

Complaints are significant drivers for development in administration conveyance for any sort of big business. Like different sorts of clients, students likewise complain. Students Complaints may result from activities of University/College the executives or from government strategy and guidelines. However, to what extent are all Universities/Colleges effective or ineffective in managing these complaints is still a big challenge. The investigation included an aggregate of 43 respondents drawn from four scholastic offices; scholarly office; senior member of institute' office; registrar's office; and quality assurance office, utilizing critical examining. Two types of respondents were used in this study, namely; students and staff members who have direct access to students' complaints. The findings indicate that, the majority (90%) of the students are in view that, the Colleges are not doing enough in managing their complaints, as more than 65% of their dissatisfactions are managed ineffectively. The investigation suggests that, the Colleges should accept those protests as a chance to improve their day by day activities which will settle shrouded issues that were not known.

Keywords: CBE, complaints, student