Collins Arikyo2024-12-132024-12-132024APAhttps://hdl.handle.net/20.500.12311/2539Student’s complaint management system (SCMS) is a web-based platform that allows students to submit complaints and get feedback regarding various aspects of their educational experience, such as course content, faculty behavior, issues with semester results, or administrative issues. The system may also allow students to track the status of their complaints and receive updates on any actions taken. The goal of a web-based student complaint system is to provide students with a convenient and efficient way to voice their concerns and ensure that their complaints are addressed in a timely and appropriate manner. It can also help educational institutions to identify and address areas for improvement and enhance the overall student experience. Complaints are important drivers for improvement in service delivery for any enterprise. Like other types of customers, students also complain. Students’ complaints may result from actions of University/College management or government policy and regulations. However, to what extent all Universities/Colleges are effective or ineffective in managing these complaints is still a big challenge. The study implies that the Colleges should take complaints as an opportunity to improve their daily operations which will resolve hidden issues that were not known.enDissertation