Guidelines for Handling Complaints for General Education Subjects
Abstract
The research titled “Guidelines for Complaint Management in General Education Courses” aims to study and develop guidelines for managing student complaints in the General Education division at Suan Sunandha Rajabhat University. The focus of the research is on investigating the issues, complaints, and student satisfaction with the current complaint management system. Additionally, it seeks to develop more appropriate and efficient methods for addressing complaints, along with establishing best practices for managing complaints in General Education courses.
This is an action research (R2R) project, which collected data from the Gen Ed Star Application, a system for recording and tracking student complaints. The study targeted 615 students enrolled in General Education courses during the 2023 academic year. The collected data was statistically analyzed to summarize student satisfaction, identify problems, and gather recommendations for improving the complaint management system.
The research results revealed that the most common complaints concerning General Education courses were related to teaching and learning, assessment, access to the learning system, and misunderstanding of the course structure. Based on these findings, suggestions for improving the complaint management process include enhancing complaint channels, developing staff capacity, and improving communication to manage complaints more effectively.
The practical recommendations from this research to enhance the efficiency of complaint management in General Education courses are the development of a digital platform for complaint management, training staff in complaint handling, and revising the criteria for academic assessment. Additionally, suggestions for future research include studying factors affecting complainant satisfaction, exploring complaint management models in other educational institutions, and surveying the opinions of instructors and staff. There is also a recommendation to conduct focused research on specific student groups.
