PNScares: the android based mobile app to manage student complaint for Politeknik Nilai, Negeri Sembilan / Nuruliza Illias

Complaint is a common behavior found in every human. People tend to complaint every single thing including the products, services, management even family. Managing the complaint is tough to handle, an efficient response to the complaints from the customer can be an indicator to measure the company's performance. This study is focused on the development of the mobile Apps to manage student complaints for Politeknik Nilai. In Politeknik Nilai, they still using a manual form to make a complaint. Hence, the Mobile App is developed to ease the students and the management. With Mobile App, students can lodge any complaint at any time using the apps. With the camera function provided, the students can capture the damages and send it immediately. The aim of the study is to help the management to organize the complaints feedback more efficiency. This aim is achieved by answering three research objectives, including identifying user requirements, design and develop the artefact and evaluate the artefact. With this mobile Apps, the management can prevent the loss of complaint form and keep track of the records. In addition, this system will send feedback results and notification to students via student mobile phone. This study referred to the ten principles for effective complaint handling by Ombudsman (2017). We only refer eight principles to construct the PNSCares. The methodology used to develop this Mobile App is using the Mobile Application Development Life Cycle (MADLC). The use of the System Usability Scale (SUS) is to measure the User Experience after using the Mobile App. The feedbacks from ten respondents about the PNSCares prototype are good with 72 scores in SUS for perceived usefulness and easy to use factor. Based on the result, the prototype is appropriate for implementation.