CHAPTER ONE

INTRODUCTION

1.1 Background of the Research

In recent times, the use of technology has become an integral part of the education sector,

particularly in higher education institutions. With the increasing number of students and the

need for more efficient processes, the traditional manual methods of managing academic

results have become outdated. The use of an online platform for academic result management

has become a necessity for most institutions.

Usmanu Danfodiyo University Sokoto is a public research university located in Sokoto,

Nigeria. It was founded in 1975 as a successor to the University of Sokoto, which was

established in 1962 as a regional university by the then Northern Nigerian Government. The

university was renamed in honor of the 19th century Islamic scholar and leader, Sheikh

Usman Dan Fodio, who established the Sokoto Caliphate.

The university offers undergraduate and postgraduate programs in a wide range of

disciplines, including agriculture, arts and languages, education, engineering, law, medicine,

natural sciences, social sciences, and veterinary medicine. The university has several

faculties, including the Faculty of Agriculture, Faculty of Arts and Islamic Studies, Faculty of

Education, Faculty of Engineering, Faculty of Law, Faculty of Science, Faculty of Social

Sciences, and the College of Health Sciences.

Usmanu Danfodiyo University Sokoto is one of the leading universities in Nigeria, known for

its strong academic programs and research activities. The university has a number of research

centers and institutes, including the Center for Energy Research and Development, the Center

for Islamic Studies, the Center for Peace Studies and Conflict Resolution, and the Center for

1
Gender Studies. The university is also home to the Usmanu Danfodiyo University Teaching

Hospital, which serves as a major healthcare facility in the region.

The university has a diverse student body, with students coming from different parts of

Nigeria and other countries in Africa. The university is also committed to promoting gender

equality and has established a Gender Policy Framework aimed at ensuring equal

opportunities for both male and female students and staff.

1.2 Statement of the Problem

The following are the identified problem in the existing system:

i. The current system requires students to submit a physical letter to the exam officer,

which can be inconvenient and time-consuming, especially for students who are not

on campus or have travelled.

ii. The physical submission of letters can also result in delays in the resolution of

complaints, as letters may get lost or misplaced.

iii. The current system lacks transparency, as students do not have a clear idea of the

status of their complaints or when they will be resolved.

iv. Students may also feel intimidated or uncomfortable with submitting a complaint in

person, especially if they believe it may be seen as confrontational or problematic.

v. The current system can be inefficient and result in unnecessary paperwork and

administrative burdens for the university staff involved in managing and resolving

complaints.

vi. The lack of a streamlined and accessible online complaint system can negatively

impact the overall experience of students and may result in a lack of trust in the

university's processes for managing complaints.

2
1.3 Aim and Objectives

The aim of this project is to develop an online platform that facilitates the resolution of

academic result disputes and appeals, providing students with a more accessible and efficient

means of lodging complaints and receiving feedback.

The following are the objectives of the study:

i. To design and develop a user-friendly and intuitive platform for students to lodge

complaints and appeals regarding their academic results.

ii. To ensure that the platform is accessible to all students, regardless of their location or

physical presence on campus.

iii. To establish clear and transparent communication channels between students,

examiners, and administrators regarding result complaints and appeals.

iv. To provide a secure and confidential system for handling and resolving result

complaints, ensuring the privacy of all parties involved.

v. To reduce the administrative burden and paperwork associated with managing and

resolving result complaints, improving efficiency and saving time and resources.

1.3 Motivation Of the Study

The traditional system of managing academic results complaints in many higher

education institutions can be cumbersome, time-consuming, and inefficient. Students are

required to submit written letters or visit administrative offices to lodge complaints and

receive feedback, which can be a significant barrier to access and lead to delays in

resolution. This study aims to develop an online platform that streamlines the result

complaint and feedback process, improving accessibility, transparency, and efficiency

for all stakeholders. By providing a user-friendly and responsive platform, students can

3
 quickly and easily access their academic results, lodge complaints, and receive timely

and accurate feedback, resulting in increased satisfaction and trust in the university's

academic processes.

1.5 Scope of The Study

This study aims to develop a web-based platform for managing academic result feedback and

complaints. The platform will include features such as result viewing, appeal and complaint

submission, and communication channels, with a focus on security, scalability, and usability.

The study will also investigate integrating the platform with existing student information

systems and administrative workflows to ensure efficient operation.

1.6 LIMITATIONS OF THE STUDY

The study will center on the development of a web application, specifically designed to

manage academic result feedback and complaints. However, this study will not cover mobile

app development or integration with third-party systems.

1.6 Definition of Terms

Result management system: A software application that manages and stores academic

results for students.

Result dispute: A disagreement or challenge regarding the accuracy or fairness of a

student's academic result.

Result feedback: Communication between students and examiners to discuss academic

results and resolve any issues or disputes.

Online platform: A web-based application that provides services and features to users

over the internet.

4
Complaint management: The process of receiving, investigating, and resolving

complaints from users or customers.

Examination: Examination is formal test involving answering written questions with no

or limited access to text books or any other material.

Browser: This is a software component capable of rendering HTML (hypertext mark-up

language) pages and allowing for navigation of HTML links, for example on the internet.

In this project Firefox browser is used to run the software.

Server: This is a computer or a program which provides services to other programs or

users, either in the same computer or over a computer network. In this case i use WAMP

server to perform the service within this computer.

WAMP Server: An all in one package for windows (Windows, Apache, Mysql, PHP) to

be used as server and to run PHP/MY.

Database Server: MYSQL server will be used as a database server in this context.

5
 CHAPTER TWO

LITERATURE REVIEW

2.1 INTRODUCTION

This chapter provides a review of related literature on the development of online platforms

for academic result feedback and complaint management. The literature review aims to

identify existing solutions, highlight their features, strengths and limitations, and suggest

opportunities for improvement.

2.2 REVIEW OF RELATED WORKS

Abiola et al. (2021) conducted a study on the development of a web-based result

management system that aims to provide students with an efficient and convenient way to

access their academic results, as well as to address any disputes or issues that may arise. The

system is designed to incorporate various features, such as result checking, result dispute

resolution, and feedback, in order to enhance the user experience and improve the overall

quality of academic result management.The study focused on utilizing modern web

technologies such as HTML, CSS, and JavaScript, as well as the PHP programming

language, to implement the system. The researchers also paid particular attention to the

security aspects of the system, ensuring that appropriate measures were taken to protect the

integrity and confidentiality of user data. Overall, the study presents a promising approach to

academic result management and provides a useful framework for further research in this

area. However, some limitations of the study include the relatively small sample size and the

lack of evaluation of the system's effectiveness in real-world settings. These factors should be

considered when interpreting the study's findings and developing future research in this area.

6
Adeleke and Adeniyi (2020) developed an online result management system that allows

students to view their results and raise complaints in real-time. The system was designed

using a responsive user interface and was implemented using the Laravel PHP framework.

The study has some limitations, including the lack of evaluation of the system's effectiveness

in real-world settings and the limited focus on user feedback and system usability. Future

research should address these limitations and further explore the use of online result

management systems in higher education institutions

Ayo et al. (2018), a web-based academic result management system was developed to

manage the results of students in higher education institutions. The system includes features

such as result viewing, result dispute resolution, and result analytics, and was implemented

using the ASP.NET framework. One of the notable aspects of their system is its

implementation using the ASP.NET framework, which is a popular web application

framework developed by Microsoft for building dynamic web applications. The utilization of

this framework offers several benefits such as increased scalability, security, and

maintainability of the system.

Oladeji et al. (2021) developed a web-based academic result management system that allows

students to view their results and submit complaints. The study utilized the Django web

framework and was implemented using the Python programming language.

Iloka and Okwudishu (2019) developed an online result management system that

incorporates features such as result viewing, result analytics, and result dispute resolution.

The system was developed using the Ruby on Rails web framework and was implemented

using the PostgreSQL database management system.

Jalingo et al. (2020), an online platform was developed to manage academic results and

complaints in a Nigerian higher education institution. The system includes features such as

7
result viewing, complaint submission, and feedback, and was implemented using the PHP

programming language.

Oladejo et al. (2019) developed a responsive online platform for academic result

management, which includes result viewing, analytics, and dispute resolution features. The

study utilized the CodeIgniter PHP framework for system development, which allowed for

rapid prototyping and ease of maintenance. The system's user interface was designed to be

responsive, ensuring that it can be accessed on various devices. The platform's analytics

feature provides valuable insights into the performance of students, which can aid academic

advisors in identifying areas where additional support is required. However, the study did not

report on the security features of the system or the scalability of the platform, which could be

a concern as the number of users increases over time.

Ogunniyi et al. (2018), a web-based academic result management system was developed to

manage the results of students in a Nigerian university. The system includes features such as

result viewing, result dispute resolution, and feedback, and was implemented using the PHP

programming language.

Eze and Azubogu (2019) developed a web-based platform for managing academic results,

which offers a variety of features including result viewing, result analytics, and dispute

resolution. The system was built using the Laravel PHP framework, a widely used and well-

documented platform, and implemented using the MySQL database management system,

known for its efficiency and reliability. This approach ensured that the system is fast, secure,

and can handle large amounts of data, making it suitable for use in higher education

institutions with a large number of students. However, the study did not provide any

information on the user interface and usability of the system, which may impact the system's

adoption and effectiveness in real-world situations.

8
Yakubu et al. (2017), a web-based academic result management system was developed to

manage the results of students in a Nigerian university. The system includes features such as

result viewing, result dispute resolution, and feedback, and was implemented using the PHP

programming language. The study has limitations in terms of security features and scalability,

as they were not reported. Also, the integration of the system with existing university

information systems was not mentioned, which may affect administrative workflows.

2.3. REVIEW OF RELATED TOOLS AND TECHNOLOGIES

2.3.1. Hyper Text Markup Language (HTML)

HTML is a markup language designed for the creation of web pages with hypertext and other

information to be displayed in a web browser (Shannon 2014). HTML allows the individual

element on the Web to be brought together and presented as a collection. Text, images,

multimedia, and other files can be packaged together using HTML. All of the material for the

Web page is linked together using HTML. HTML codes control the appearance, layout, and

flow of the page. The HTML is used to develop the interface of the proposed system.

2.3.2. Cascading Style Sheet (CSS)

Cascading Style Sheets is a style sheet language used for describing the presentation of a

document written in a markup language like HTML (Bos 1996). It is used to apply styles to

the web pages. This is because CSS is connected to the Document Object Model (DOM). It

could also be used to assign new styles to override the default settings for the font family and

size used, whether bold or italics should be set, and many more properties, too. CSS could be

used to quickly and easily restyle any element, and other heading tags in the proposed

system.

9
2.3.3. Java Script

JavaScript is a programming language commonly used in web development, (Techterms

2014). JavaScript brings a dynamic functionality to websites. It is a text-based programming

language used both on the client-side and server-side which make web pages interactive.

The DOM makes it relatively easy to add a new paragraph or focus on a piece of text and

change it respectively in the proposed system. The java script will enhance proper extending

of functionality in the system. The tool is comparatively fast for the end user. No compilation

needed and it is easy to debug and test.

2.3.4. P H P

Hypertext preprocessor (or simply PHP) is a general-purpose programming language

originally designed for we development, (Lerdorf 1994). It is a server scripting language, and

a powerful tool for making dynamic and interactive web pages. With PHP, it’s a simple

matter to embed dynamic activity in web pages. When you give pages the .php extension,

they have instant access to the scripting language. This tool, if embedded in an HTML file

will help the administrators see what the output looks like in the web page (the way the users

will ultimately see it). Furthermore, another benefit of PHP to this system is to write server-

side content of the System.

2.3.5. MY SQL

My SQL is an open source Relational Database Management System (RDBMS), (Widenius

1995). A relational database organizes data into one or more data tables in which data types

may be related to each other, these relations help structure the data. Structured Query

Language (SQL) is a language programmers use to create, modify and extract data from

10
relational database, as well as control user access to the database. In addition to relational

database and Structured Query Language (SQL) and Structured Query Language (SQL), a

Relational Database Management System (RDBMS) like My SQL works as an operating

system to implement a relational database in a computers storage system, manages users,

allows network access and facilitates testing database integrity and creation of backups.

Conclusion

This chapter provided a review of related literature on the development of online platforms

for academic result feedback and complaint management. The review highlighted existing

solutions, their features, strengths, and limitations, and identified opportunities for

improvement. It also reviewed different technologies related to the development of a web

application. The next chapter will present the methodology used in developing the Academic

Result Feedback and Complaint Management System.

11
 CHAPTER THREE

SYSTEM ANALYSIS AND DESIGN RESEARCH

3.1 INTRODUCTION

This chapter focuses on the system analysis and design of the proposed online platform for

academic result feedback and complaint management. This chapter presents the methodology

used to analyze the existing system and design the proposed system, as well as the analysis of

the existing system and the proposed system design. The aim of this chapter is to provide a

comprehensive understanding of the current system and to propose a system design that

addresses its limitations and meets the objectives of the project.

3.2 Analysis of Existing System

The existing system for academic result feedback and complaint management in higher

education institutions is usually paper-based or involves manual processes that are time-

consuming, inefficient, and prone to errors. In most cases, students are required to physically

visit their department exam officers, or faculty offices to lodge complaints.

3.2.1 Existing System Input

The input to the existing system includes students' result sheets and letter of complaints,

which are submitted manually to the department or exam officers

3.2.2 Existing System Procedure

The existing system procedure involves the manual processing of students' result sheets and

complaints by academic staff and administrative staff. This includes manually entering the

result data into the student information system, resolving result disputes and complaints, and

providing feedback to students.

12
3.2.3 Existing System Output

The output of the existing system includes students' results, complaint resolutions, and

feedback, which are communicated to students manually, either through physical documents

or oral communication.

3.3 Proposed System Design

The proposed system aims to provide an online platform for academic result feedback and

complaint management, which will be more efficient, secure, and reliable than the existing

manual system.

3.3.1 Proposed System Input

The proposed system input includes students' personal and academic information, result data,

and complaints, which will be submitted online through the system's user interface.

i. Student: This is the student that has a complain to make. He is to register to the system
using

 Full Name
 Email Address
 Contact Number
 Admission Number
 Department Name
ii. Administrators: The system has 6 different of administrators. These administrators are as

follows;

 Exam Officer
 Head of Department
 Dean
 Vice Chancellor
Registry
 Assessor
The inputs taken from each of the administrators are;
 Full Name

13
  Email Address
 Password
 Username
 Department Name
iii. Complaints: These are the complaints filled by srudents. Complaints inputs are;
 Complaint ID
 Complaint Text
 Complaint Status

3.3.2 Proposed System Procedure

The proposed system procedure starts with student registration, which requires the input of

the student's Full Name, Email Address, Contact Number, Admission Number, and

Department Name. After successful registration, the student can lodge a complaint regarding

any taken courses. The complaints are then sent to the Exam Officer for review. The Exam

Officer has the authority to either accept or decline the complaint and provide reasons for the

decision. If the complaint is accepted, it is forwarded to the Head of Department for further

review. The Head of Department then sends the complaint to the Dean of Student Affairs,

who forwards it to the Vice Chancellor (VC). The VC decides on the Assessor to remark the

student's script and forwards the complaint and Assessor's name to the Registry. The Registry

provides feedback on the marked script by the Assessor to the Exam Officer, who shares it

with the student. All these processes are performed on the system, providing a seamless and

efficient method of result dispute resolution

3.3.3 Output of the Proposed System

The proposed system output is the resolution of complaints by the students. Once a complaint

is accepted, the system generates automatic notifications to the relevant authorities, and the

status of the complaint can be tracked by the student. The feedback from the assessor is also

sent back to the student through the system, ensuring transparency in the result management

14
process. Overall, the proposed system enhances the efficiency and effectiveness of result

management by providing a streamlined process for resolving complaints.

3.4 Use Case Diagram

A use case diagram is a graphic depiction of the interactions among the elements of a system.
A use case is a methodology used in system analysis to identify, clarify, and organize system
requirements. In this context, the term “System” refers to something being developed or
operated. Use case diagrams are employed in unified modeling language (UML), a standard
notation for the modeling of a real-world objects and systems. (Margaret 2014).

A use case diagram contains four components which include:

i. The boundary: This defines the system of interest in relation to the word around it.
ii. The actors: usually individuals involved with the system defined according to their
roles.
iii. The use cases: This is a specific roles played by the actors within and around the
system.
iv. The relationships between (among) the actors and the use cases.

The use case model for the proposed system is described in figure 3.5

15
 Student Admins

3.5 Proposed Database Design

MySQl database tool is used to implement the database of this system and has the database
name as ebrs and this database has the following tables:

i. Users
ii. Course
iii. Departments
iv. Faculty
v. SuperAdmin
vi. tblComplaints
vii. UserLog

16
3.5.1 Entity Relational Diagram
An entity relational diagram (ER Diagram) also known as entity relational model is a
graphical representation of an information system that depicts the relationship among people
and object or events within that system. It is also referred to as a network model that
describes stored data of a

system at a high level of abstraction. Entity relationship diagrams are used to:

i. Identifying the data that must be captured, stored and retrieved in order to support
business activities performed by an organization.
ii. Identifying the data required to derive and report on the performance measures
that

an organization should be monitoring.

Figure 3.2: The Entity Relational Diagram of the system.

17
 CHAPTER FOUR
SYSTEM IMPLEMENTATION AND TESTING

4.1 Introduction

This chapter discusses the implementation and testing of the proposed system. The

implementation phase involves the actual development and deployment of the system, while

the testing phase ensures that the system is functioning according to the requirements

specified in the design phase.

4.2 IMPLEMENTATION OF SYSTEM

Implementation is the process of putting a decision or plan into effect that is an acquisition

and integration of the physical and conceptual resources that produce a working system. It

can also be defined as the process of carrying out the detailed instructions set in the system

specification. It concerns the coordination and controlling of the activities necessary to put

the new system into operation. This will follow the methods set out in the design. This new

system should be implemented at the headquarters of the Nigerian Police.

The system is fully GUI supported with all functionalities zeroed down to easy-to-use

graphical user interfaces (GUI). The implementations of tools used were analyzed. The

software is designed to meet the specification and requirements necessary for the script

remarking process at Usmanu Danfodiyo University. Therefore, simple user interfaces were

developed. For security reasons, login parameters are required before Admin and students can

access the system. With that, only an authorize user can access it.

4.2.1 HOME PAGE

The first interface (home page) is a website which allows Users both the administrators and
students to login to the system.

18
Fig: 4.1: Home page of the Application

4.2.2 LOGIN INTERFACE

A login form is presented to authenticate the different users at certain levels of management
so as they can legitimately execute their duties effectively. This is where every user signs in
through and is directed to his designated pages to perform his specified functions.

Fig: 4.2: Login Interface

4.2.3 STUDENT INTERFACE

In this interface the students is able to lodge complaints and view complaint status.

19
Fig: 4.3: Student Dashboard

4.2.3 Complaint Page

The complaint page gives the student the ability to select his department and course he wants

to make complaint on. Then he proceeds to make the complaint in the complaint text box.

These complaints are then forwarded to the exam officer.

Fig: 4.4: Student complaint Page

20
Fig: 4.5: Student complaint Status Page

4.2.3 ADMIN INTERFACE

In this interface the admin create/add and list officers (Exam Officer, HOD, Dean, VC,
Assessor and Registry. Each Administrative level have different administrative capabilities.

Fig: 4.6: Admin Page

21
4.2.3 Admin Registration Page
To register an administrator, the Full Name, Email, Password, Username and Role of the
new admin officer have to be inputed

Fig: 4.7: Admin Reg Page

Fig: 4.8: Complaint Page

22
4.3 SYSTEM REQUIREMENTS
This describes the features and behavior of a system or software application working
perfectly, effectively and efficient.

4.3.1 HARDWARE REQUIREMENTS

The Hardware components required for the system to function are:

i. Minimum of 1GB RAM

ii. Monitor
iii. Keyboard
iv. Mouse

4.3.2 SOFTWARE REQUIREMENTS

The software components required for the system to function are:

i. Web browser: Google chrome etc.

ii. Windows Operating system
iii. Programming tools: HTML, CSS, PHP, MySQL and Javascript
iv. XAMPP server
v. Text editor: sublime etc

4.4 SYSTEM TESTING

System testing is a level of software testing where a complete and integrated software is
tested. The purpose of this test is to evaluate the systems compliance with the specified
requirements. The two types of testing carried out during the implementation of this system
are:

4.4.1 UNIT TESTING

Unit testing is a level of software testing where individual units/ components of a software
are tested. The purpose is to validate that each unit of the software performs as designed.

TEST EXPECTED RESULT REMARK

Add Administrative Add inputted users needing first name, Successful

Office gender, E-mail address, password, username,

23
 and role

Remove officer Delete officer information from entire Successful

database

Add complaint Details required are are department, course, Successful

admission Number and complaint details

Add student Details required include reporter’s details (full Successful

name, admission number, email, phone
number and department )

4.4.2 USER ACCEPTANCE TESTING

User acceptance testing is the last phase of the software testing process. During User
Acceptance Testing, actual software users test the software to make sure it can handle
required tasks in real-world scenarios, according to specifications.

USERS OVERALL USER LOADING REPORT GOAL TOTAL

EXPERIENCE INTERFACE SPEED ACHIEVEMENT (100%)
USER 16 16 16 15 20
83
1
USER 12 16 20 15 20
83
2
USER 12 12 16 20 10
70
3
USER 16 16 20 15 20
87
4
USER 16 20 20 20 20
96
5
USER 12 16 20 10 10
68
6
USER 16 16 16 15 20 83

24
7
USER 12 12 12 15 10
61
8
USER 16 20 20 15 10
81
9
USER 16 16 20 20 20
92
10
USER 16 16 20 15 20
87
11
USER 16 16 12 10 10
64
12
USER 16 12 12 15 10
65
13
USER 20 12 16 15 20
83
14
USER 12 12 12 15 20
71
15
USER 16 16 20 20 20
92
16
USER 20 20 20 20 20
100
17
USER 20 16 12 20 10
78
18
USER 16 12 12 15 20
75
19
USER 16 16 16 15 20
83
20

25
 USER ACCEPTANCE RESULT CHART
OVERALL EXPERIENCE USER INTERFACE LOADING SPEED
REPORT GOAL ACHIEVEMENT TOTAL (100%)
25 120
20 100
80
15
60
10
40
5 20
0 0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
E R E R E R E R E R E R E R E R E R R R R R R R R R R R R
US US US US US US US US US US
E
US
E
US
E
US
E
US
E
US
E
US
E
US
E
US
E
US
E
US
E

26
 CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 SUMMARY

This study aimed to develop an online result management system that enables students to

view their results and lodge complaints in real-time. The system was designed to improve the

efficiency of the existing manual result management process in Nigerian universities.

Through a detailed review of existing result management systems, as well as an analysis of

the existing system and the proposed system, this study has identified the strengths and

limitations of various systems, and proposed a new system that addresses the identified

limitations.

The proposed system was implemented using modern web technologies such as HTML, CSS,

and JavaScript, and was developed using the Laravel PHP framework. The system

incorporates features such as result viewing, result dispute resolution, and feedback, and is

expected to improve the overall efficiency of the result management process in Nigerian

universities.

5.2 CONCLUSION

In conclusion, this study has developed a web-based result management system that

addresses the identified limitations of existing systems. The proposed system provides a more

efficient and effective means of managing academic results, which is expected to improve the

overall quality of education in Nigerian universities. The system is user-friendly and easy to

use, and allows students to access their results and lodge complaints in real-time. This is a

significant improvement over the manual process, which is often slow, inefficient, and prone

to errors.

27
5.3 RECOMMENDATIONS

Based on the findings of this study, the following recommendations are made:

1. The proposed system should be implemented in Nigerian universities to improve the

efficiency of the result management process.

2. The system should be regularly updated and maintained to ensure its effectiveness and

to address any emerging challenges.

3. Proper training should be provided to all users of the system, including students, staff,

and administrators, to ensure its optimal utilization.

4. Further research should be conducted to identify other areas of academic management

that could benefit from the use of technology.

28
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