**E-Complaint System for UiTM Perlis College Embedded with Gamification** Received Date: Accepted Date: Published Date: **HIGHLIGHTS** - This paper discusses the design and develop a web-based complaint management system for colleges embedded with gamification. - The gamification elements included during the system development. - Discussed the three main phases in Waterfall Model that is used in this paper. - The prototype/ interface of the e-Complaint System with Gamification. - Discusses about the usability testing along with the results which included the PSSUQ 16 questions. ABSTRACT *A complaint is a statement that something is wrong or not satisfactory according to a person itself and an expression of discontent, pain, resentment, and lament. Even though people can make complaints through a computerized system, some places still use the manual system. The manual system is inconvenient for the complainant because they must visit the respective counter to channel the complaints. In addition, the form provided usually consists of long instructions for the complainant to read before channelling the complaint. This paper discusses the development of an e-Complaint System for UiTM Perlis embedded with Gamification. In this system, there are four gamification elements embedded. One of the elements is the progress bar which eases users in channelling complaints by guiding them through step-by-step. Two tests were conducted, which are functionality and usability testing through various platforms such as YouTube, 000webhost, and Google Form. There were 33 respondents for the usability testing consisting of students and staff of UiTM Perlis. While the functionality testing was conducted with UiTM Perlis lecturers who have experiences teaching IT subjects. From the responses obtained from the respondents through questionnaires, most of the respondents agreed that the developed system helped them in channelling complaints and updating the status of their complaints compared to the existing system. The system developed does include some gamification elements which can ease the users to use channel complaints in the future. Via this system, users were guided on how to channel complaints step-by-step instead of reading long instructions which could lead them to confusion.* *Keywords: complaint, e-Complaint, UiTM Perlis, Gamification* # INTRODUCTION A complaint is a statement that something is wrong or not satisfactory according to a person itself and can be described as an expression of discontent, pain, resentment, lament, and fault finding (Cambridge University Press, 2019). Well-structured management will make the organization have the potential to gain a good image by focusing on customers’ gratification when it comes to managing the complaints (Afify & Kadry, 2019; Msosa, 2021). For instance, for Universiti Teknologi MARA (UiTM), Malaysia, the existing e-Complaint system is handled by the UiTM headquarters which in UiTM Shah Alam, Malaysia. The functionality of the website is acceptable since they have divided the complaints’ form into three sections which are E-Aduan UiTM for any general complaint, E-Aduan Fasiliti is for complaints related to facilities in terms of electrical, mechanical, telecommunications, or landscape, and E-Aduan ICT for ICT related problem. To make an enhancement and modification in the complaint system, the researcher found that including the element of gamification into a non-game context will be able to motivate the customers and management respectively to channel and handle the complaint more effectively and efficiently. One of the advantages of having gamification elements is also being able to have a better understanding and learning experience, provide immediate answers efficiently, and promote action change (Nguyen et al., 2020). The purpose of this research is to design and develop a web-based complaint management system for colleges embedded with gamification and to evaluate the usability and functionality of the e-Complaint College Management System. The e-Complaint System for UiTM Perlis College embedded with gamification will be focusing on students who have intentions to channel any complaint to the university. Also, it will be focusing on the management that will manage it then decide whether the complaints should be taken for further action. Having the system in a higher education institution will improve the current services that promote complainant satisfaction and ease the management side to compile those complaints into a secured database (Bahari, Adnan & Prasetyo, 2019). Therefore, this study proposed an E-Complaint System which is a computerized system that can help students channel their complaints to the correct UiTM departments in UiTM Perlis, Malaysia. Besides that, further research has been made in which the researcher decided to embed the online complaint system with gamification elements that can help to encourage the users to complete the task in meantime and to produce a good quality outcome. By integrating the E-Complaint System with gamification, it will be able to improve the service of the basic E-Complaint System towards a game-based complaint system that includes game elements such as leaderboard, avatar selection and progress bar, which can help to improve users’ satisfaction towards the handling of the e-complaint system. **INTEGRATION OF GAMIFICATION WITH E-COMPLAINT SYSTEM** Gamification is usually defined as “the use of gaming elements in non-game context or services to enhance the customer motivation in completing a task (Bitrián et al., 2021). Previous research claims that to gain effective and efficient online complaint management is by implementing gamification elements into the organization system because it can help to enhance motivation and improve user productivity (Bitrián et al., 2021). Besides that, by including gamification in an online system, it could enhance user engagement through the mediation of psychological needs, satisfaction, and enjoyment (Manuhutu & Uktolseja, 2018). Compared to the existing online system it takes less time for the user to figure out how the system works. Table 1 summarizes the gamification elements that have been included in the development of the e-Complaint System adopted from Bitrián et al (2021 along with an explanation of how the gamification element works throughout the system. **Table 1:** Gamification elements in the development of e-Complaint System
Game element Examples How element explains the gamification
Achievement (Progression)

  • Leaderboard

  • Progress bar

  • Provide a social status element, as do points and badges

  • The sense of progression motivated continued effort
Personalization

  • Avatar selection

  • Avatar naming

  • The avatar selection is for the user to choose the look-and-feel options to accommodate individual preferences

  • Use the information from user input fields. For example, if the user inputs a nickname into a text field, use that nickname within the environment or narrative
**PREVIOUSLY BUILT SYSTEMS WITH GAMIFICATION** Memrise is an online language-learning application launched in 2010 and the main functionality is to focus on learning vocabulary with a systematic flow. The service provided is divided into two basic categories and premium, the basic version can be used by anyone since it is free. While the premium version offers a variety of features compared to basic ones (Zhang, 2019). Besides, this language-learning application has assimilated some of the gamification elements for learning purposes. Whenever users learn new words, it is interpreted as growing a garden of flowers which starts from planting the seeds, then it will grow little by little as they learn new words (Zhang, 2019). The functionality of Memrise application able to help maintain student attention and encouraging the user’s memorizing because of the integration with game elements but still the application can only be used for learning an additional language for fun and not for the sole source of learning a second language (Zhang, 2019) because of a lack of contextual information that could really help the user to be fluent in the selected language (Zhang, 2019). Meanwhile, Kahoot is a game-based learning platform is most used in Malaysia these days. One recent study shows that almost 600 students, keep on repeating the advantages of using this game-based platform and, they stated that because of the variety of option the system provides it helps the students to concentrate while having fun (Lin et al., 2018). Furthermore, Kahoot\! is a free game- based platform that aims to provide users with a fun learning platform for them to enjoy while learning (Lin et al., 2018). # METHODOLOGY The methodology is known as a set of phases that are used to describe the flow of the project specifically. Besides, this methodology discussed the activities that have been carried on throughout the process. In this paper will only discussed three phases in Waterfall Model which are project requirement, project designing, project development. **Phase 2: Project Requirement** This project is based on web-based architecture. The use of hardware devices is important since they will be used in all phases especially in the development phases. Besides, the selected device must be connected to the internet because the system can only be accessed through the access of the internet. This laptop acts as a compiler to place all the code of the project. For the software requirement, it will be installed during the development phases are Microsoft Office Word for documenting proposal reports, MySQL as database development, Atom for the code editor platform to write the project code, Xampp is an abbreviation for cross-platform that can make connections between PHP codes to server and database, Justinmind is for the designing the User Interface and Draw io is for drawing the context diagram. Internet browsers are also needed such as Google Chrome and 000webhost is a webhost to make the system can be access through internet. For the user requirement, this project involves UiTM Perlis students and staff who are people that use the campus facilities. It is to identify what kind of problem that the complainants facing and to enhance the management in handling complaints from this proposed project. **Phase 3: Project Design** **In Figure 1 below is the Entity-Relationship Diagram (ERD) for this project. The Entity Relationship Diagram consists of 4 entities which are Staff and Student, Complaint, ComplaintAction. The Staff will register an account for the complainant which is the Student. Then the complaint channeled by the complainant will be managed by Staff and the Staff will update any further action/ progress taken by the organization on the system. Then, the complainant can view their complaint status from the system.** ![](623a9e9d7de0b_media/media/image1.jpg) **Figure 1:** Entity Relationship Diagram **Phase 4: Project Development** **The deliverable from this phase is the association of e-Complaint System with gamification elements and the database for the e-Complaint System. After completing the development of the web-based application, the testing process is conducted. The step is to make sure that the system fully meets the objective, users’ requirements, and the system functionalities. There are two techniques used for testing is the Functionality Testing is to test whether the systems work accordingly as the requirements of the system and Usability Testing, it is to test the usability of the E- Complaint System. In addition, the Functionality Testing can be conducted while developing the system, while for Usability Testing are usually conducted when the process of developing the system reaches its final stage. The implementation of this testing is to make sure that the developed system’s requirements are achieved.** **FINDINGS AND DISCUSSIONS** **Prototype of e-Complaint System with Gamification Elements** **These are some of the prototype or interfaces of the e-Complaint System with Gamification Elements. These screenshots are arranged by users, which is staff and then student, along with their respective function after they logged into this system.** ![](623a9e9d7de0b_media/media/image2.jpg) **Figure 2:** Register Student Page The staff will create a new account for students as shown in Figure 2 and it will redirect to the student list page after creating. ![](623a9e9d7de0b_media/media/image3.jpg) **Figure 3:** Manage Complaints Page Figure 3 above shows that staff can view complaints sorted by department. There are three General departments, Facilities and ICT. Each department is divided into three complaint statuses which are Not Process Yet, Pending and Closed. The difference between 'Not Yet Proceed' is for complaints made by students but not yet reviewed by staff, and 'Pending' is for complaints that have been reviewed by staff but are still in the process of solving the complaint. The 'Closed' status is after the complaint process has been completed. ![](623a9e9d7de0b_media/media/image4.png) **Figure 4:** Take action on a complaint Figure 4 above is a complaint details that has been selected by Complaint Id. Then there is a text box on the bottom of the form where staff can add their own notes regarding the action taken. These notes (action taken) can only be viewed by staff. ![](623a9e9d7de0b_media/media/image5.png) **Figure 5:** Make Complaint Page **This part is when student make complaint where here include one of the gamification elements which is progress bar. Figure 5 above shows the step-by-step information that need to be answered by student when they make complaints. After complete filling in this form, at the last page will have submit button.** ![](623a9e9d7de0b_media/media/image6.png) **Figure 6:** History Log Page **Figure 6 above are their history logs. History logs display the complaints made by them and the status complaints that are already closed.** ![](623a9e9d7de0b_media/media/image7.png) **Figure 7:** Personal Details Page **Figure 7 above shows their account, and they can update details on their own such as their nickname (avatar naming), avatar, phone number and email address.** **Usability Testing** This section will discuss the results obtained and analysis of the results from the questionnaire distributed to the respondents. **Demographic** **This is the first demographic question. As stated in Figure 8, the question asks who are the respondents that are currently answering the questionnaire. 84.8% of respondents are the students while 15.2% of respondents are UiTM Perlis staff.** ![Forms response chart. Question title: Who are you?. Number of responses: 33 responses.](623a9e9d7de0b_media/media/image8.png) **Figure 8: Respondent’s Identity** ![Forms response chart. Question title: Which faculty are you from?. Number of responses: 33 responses.](623a9e9d7de0b_media/media/image9.png) **Figure 9: Respondent’s faculty** Another demographic question as stated in Figure 9 above asks about from which faculty the respondent is. 66.7% which is the majority of the respondents are from the Faculty of Computer and Mathematical Sciences. While the remaining are from other faculties. **PSSUQ Survey** # Table 2: PSSUQ 16 Questions ![](623a9e9d7de0b_media/media/image10.png) **Based on Table 2 above, the first section asks about how useful the system is to users. After doing the calculation part the researcher found that the majority of the respondents strongly agreed that they are able to make complaints more quickly by using this system because it has the highest mean score. In addition, most of the respondents also agreed that it is easy to use this system with the second highest mean score, which is 4.27.** **The second section that asks about the quality of information provided in the system. In this section, two questions have the highest mean score, which is 4.33. The first highest mean is where the majority of respondents strongly agreed that the information provided such as how to create a new account, make a complaint, and view their own complaint in the system was clear. The second is about how easy it is for respondents to find information that they need when using the** e-Complaint **System.** **The last section that asks about the quality of this** e-Complaint **System interface. This section only consists of four questions. This question has the highest mean which is 4.24 because the majority of the responses agreed that the** e-Complaint **System has all the capabilities and functions that they expect.** # RECOMMENDATIONS AND CONCLUSION These recommendations are for future works so that it can help to improve this e-Complaint System in the future. Here are some recommendations where one of the respondents also suggested adding a search box at the choosing for Venue/Location when students make a complaint because there are so many options available so it is hard for students to go through one by one of the options and another one is when staff manage complaints since there will have many complaints to managed by providing search box can help staff to search the complaint using complaint ID or student ID. By applying these recommendations, the researcher hopes that it will help and attract users to use this e-Complaint System. This will encourage users that are from UiTM Perlis to make and manage complaints using this e-Complaint System. The e-Complaint System embedded with Gamification Elements got positive responses from users, some of them stating that this e-Complaint system helps them in lodging and managing complaints. In addition, this system allows the student to see their complaint status and timestamp when staff update progress so that they know the complaint progress. Also, it provides a few elements such as progress bars when channelling complaints to help students lodge complaints easier without requiring them to read long instructions. This system is a web-based system that comes with other tasks which are allowing students to change/update their own nickname and avatar picture after they have logged in. While, for the staff side they are authorized to add notes only for them to see, so it will be easier for them to track the action that has been made so far. Besides, staff can also view all complaints by department and each department has three sections/status which are Pending, In Process and Closed. 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