EXPLORING STUDENTS’ COMPLAINTS MANAGEMENT IN HIGHER LEARNING INSTITUTIONS IN TANZANIA - LESSONS FROM THE COLLEGE OF BUSINESS EDUCATION

Margareth A Mapunda, Nasibu R Mramba

Abstract


Complaints are important drivers for improvement in service delivery for any kind of enterprise. Like other types of customers, students also do complain. Students’ complaints may result from actions of University/College management or from government policy and regulations. However, to what extent are all Universities/Colleges effective or ineffective in managing these complaints is still a big challenge. The study involved a total of 43 respondents drawn from four academic departments; academic office; dean of students’ office; registrar’s office; and quality assurance office, using judgmental sampling. Two types of respondents were used in this study, namely; students and staff members who have direct access to students’ complaints. The findings indicate that, the majority (90%) of the students are in view that, the Colleges are not doing enough in managing their complaints, as more than 65% of their dissatisfactions are managed ineffectively. The study implies that, the Colleges should take those complaints as an opportunity to improve their daily operations which will resolve hidden issues that were not known.

Keywords


Complaints Management, Higher Learning Institutions, Tanzania

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