International Research Journal of Engineering and Technology (IRJET)
e-ISSN: 2395 -0056
Volume: 04 Issue: 04 | Apr -2017
p-ISSN: 2395-0072
www.irjet.net
Web Application for Complaint Tracking and Resolving Ms. Sneha Alve 1, Ms. Vishakha Babardesai 2, Ms. Sneha Bhosale 3, Ms. Siddhi Kapadi 4, Prof. Atul. B. Yadav5 Student 5Assistant Professor Department of Information Technology Rajendra Mane College of Engineering and Technology, Ambav, ---------------------------------------------------------------------***--------------------------------------------------------------------1,2,3,4
1,2,3,4,5
Abstract - Nowadays internet and the things that it connects us with worlds is everyday occurrence in person's life. There is not a person who doesn’t know what internet is and not using it. In every aspect of life either it is personal or professional we use internet. It makes life easier. And to overcome unsatisfactory and unacceptable things or services by any organization we can use online complaint management system.“WEB APPLICATION FOR COMPLAINT TRACKING AND RESOLVING” is web application developed for managing various complaints in the hostel and collage. Objective of our system is to make complaints easier to coordinate, monitor, track and resolve, and to provide organization with effective tool to keep records of complaint data, to use data for identifying problem areas and to improve service. Key Words: Complaint, Track, Resolve, Client,
1. INTRODUCTION A Complaint management system is tool which is used to increase the performance of the organization. This system helps to locate the problem areas in the organizations. It provides fewer efforts in manual work. This is effective tool to resolve complaints in specific time constraint. Complaint Management System is useful for complaint tracking. This system works using internet. This system works in three modules where user can post their complaint along with uploading the photo and it is resolved by the responsible authority. Users can see the status of the previous complaints and according to the quality of the service user gives feedback to the system. If user forgot the password then user can recover the password through email. Where that authority is not capable to solve complaint in specific time constraint then he/she gives the reason to the administrator why the complaint is not resolved. Then according to the condition action can be taken. Administration takes action towards complaint. Where administrator have rights to see all complaints from various areas and also see feedbacks given by users for specific complaint. Administrator
© 2017, IRJET
|
Impact Factor value: 5.181
|
monitors the system and takes appropriate action to improve the quality of the service. 2. LITERATURE REVIEW Julia Meik, Christiain Brock and Markus Blut [1]”Complaining Customers as Innovation Contributors”. This process an under researched field of customer integration into service innovation processes by combining knowledge from two substantive research areas- customer complaint management and service innovation management. Yooncheong Cho, Roxanne Hilz, Jerry Fjermestad [2] “An Analysis of Online Customer Complaints: Implications for Web Complaint Management”, it includes handling customer dissatisfaction accompanies web customer complaint management and e-CRM. It provides excellent online customer services and responds to customer complaints fast. Osman Nasar, EnayatAlkhider [3] “Online Complaint Management System”, complaint management system is to make complaint easier to co-ordinate, monitor, track and resolve and to provide company with an effective tool to identify target problem areas, monitor complaints. Jin-Lan Liu, Jiankang, Yin Bai, Xin Zhang [4] “The Study of Customer Complaints Management Based on System Dynamics: Modelling and Simulation’, based on the relationships among customer satisfaction repeated purchases customer loyalty complaint voicing rate and complaint dealing ability. 3. PROBLEM STATEMENT This research focused on how to track complaints. In our proposed system we provide web application for posting complaints raised in organization. Based on complaint type related authority take action and try to solve complaint as early as possible so because of such services time factor and paper work for writing the complaints and maintaining the complaint records in complaint book is decreased. So manual work required for complaint tracking and resolved are reduced.
ISO 9001:2008 Certified Journal
|
Page 1396