ISSN : 2319-7323

INTERNATIONAL JOURNAL OF COMPUTER SCIENCE ENGINEERING

ABSTRACT

Title	:	Decision Support System Framework and its Implementation for Handling Complaints in Ethiopian TVET Institution
Authors	:	Patrick D. Cerna, Tinsae Desalegne, Haileyesus Demisse, Mesay Tilahun, Zewdu Seifu
Keywords	:	component; Decision Support System, Complaints System, TVET, Data Mining, Ethiopia
Issue Date	:	Nov-Dec 2018
Abstract	:	A Decision Support System (DSS) is a computer-based, interactive information system, i.e. it inherits the qualities about information systems in general. The term interactive implies that there is an exchange between the system and the user. A complaint management system is a set of procedures used in organizations to address complaints. In doing so, it tries to improve qualities, customer satisfaction, and decision-makings of the organization. Inadequate complains handling mechanisms currently in existence, where in the organization is not responsive to complaints. There is inadequate structure in place within the organization to handle such incidences. the researchers conducted an applied research experimental through an Intelligent Decision Support System for Managing Complaints (IDSSMC) that enables Ethiopian Polytechnic TVET Colleges handles complaints via web-based interface integrated to a mobile application with SMS notification. The system enables users of the system to register and submit their complaint by using system website or mobile application. This study employed a descriptive developmental method of research design. Descriptive method was used in discussing the results of the testing phase while the development method was used during the system development. The system shall ensure the TVET system users to register submit and follow their complaint status using the system website and the mobile based application. This enables to collect complaints from large group of people from anywhere and anytime. Finally, it is highly recommended to integrate a Model driven DSS method that could add more intelligence to this business or another one, hoping this project could be used as a starting point.
Page(s)	:	279-291
ISSN	:	2319-7323
Source	:	Vol. 7, No. 6