A4 Vertaisarvioitu artikkeli konferenssijulkaisussa

E-complaints: A Semi-Structured E-forum at a University




TekijätMaria Ntinda, Robert Mafwila, Erkki Sutinen

Konferenssin vakiintunut nimiIST-Africa

KustantajaInstitute of Electrical and Electronics Engineers Inc.

Julkaisuvuosi2020

JournalIST-Africa

Kokoomateoksen nimi2020 IST-Africa Conference (IST-Africa)

Tietokannassa oleva lehden nimi2020 IST-Africa Conference, IST-Africa 2020

ISBN978-1-7281-5774-0

eISBN978-1-905824-65-6

ISSN2576-859X

Verkko-osoitehttps://ieeexplore.ieee.org/document/9144013


Tiivistelmä

Universities operate in a competitive market and the way a university deals with complaints will significantly contribute to its reputation and performances [1]. The University of Namibia (UNAM) has a complaint system known as a student-lecturer forum, attended in a
physical venue. This forum allows UNAM management to respond to
students' complaints to improve services on campus. Currently, there is a low student and lecturer turn-up, resulting in a delay in feedback from the forum. Hence a
semi-structured e-forum, an alternative to the physical forum was
envisioned to accord all students an opportunity to express their
complaints. The paper presents the development of the UNAM e-forum aimed
to complement the existing physical forum. Furthermore, it presents and
analyses results obtained from a
usability study that found the developed e-forum easy to learn,
efficient to use, easy to remember, has few errors and pleasing to the
users based on its overall System Usability Scale (SUS) mean rating of
85



Last updated on 2024-26-11 at 11:07