A WEB BASED BANKING SERVICES COMPLAINT SYSTEM. A RESEARCH PROJECT MATERIAL ON COMPUTER SCIENCE EDUCATION
BACKGROUND OF THE PROBLEM AREA
Today in the banking industry, managements are at least taking a good step about creating positive and consistent customer experiences. However, keeping customers satisfied is critical now, since losing a customer in one business may also mean losing them in other business areas, such as wealth management. One of the ways by which better customer experience can be realized is through effective customer complaints management.
Within the banking industry, complaints management has become an integral part of business, both from a regulatory perspective and a customer service standpoint. Simply stated, complaints management is the formal process of recording and resolving a customer complaint. It means listening to dissatisfied customers and taking actions to remedy issues, where appropriate. By listening to customers, banks can develop service standards and delivery processes to meet these standards. In a transaction driven business such as banking, this represents a Herculean task, given that there are over 1.2 billion automated bank machine transactions alone annually. Managing complaints from such numerous internet based medium could be tasking.
Based on the foregoing, the banking services complaint system for Sterling bank that is being executed in this work will involve conducting customer and employee satisfaction surveys, along with business research initiatives, in an effort to establish customer loyalty. Also, the service complaints management system also has a regulatory component. This will help the organizations in assisting customers to resolve complaints against the banks. So, when a customer is dissatisfied, the system can be used as a means of handling them effectively.
System analysis involves evaluating the present system to see how it works and how it can be improved on. It explains the existing system in details and brings out the weakness, so as to aid the development of the new or proposed system during the system design phase. (Chiemeke & Egbokhare, 2006).
The system was analysed through the following steps:
1. Problem Identification
2. Feasibility Study
3. Analysis of the present system
4. Weaknesses of the present system
5. The proposed system
System analysis and investigation is usually carried out when the present system is faced with problems, such problems must be identified and defined in order to find appropriate solutions. We therefore observed that the present system is not sufficient enough for recording, reporting and handling customer complaints. The system we are considering is one through which customer complaints can be easily reported and recorded and that can provide an easier way for receiving and management of customer’s complaints.