Operational Excellence through an Evaluation of a Complaint Management System:
A Case Study of Universiti Teknologi MARA
Abstract
Effective complaint management systems are increasingly recognised as critical enablers of operational excellence in higher education institutions. However, empirical evaluations of such systems within university settings remain limited. This study evaluates the performance and governance effectiveness of UiTM’s e-Aduan system as the university’s centralised digital platform for recording, monitoring, and resolving complaints. The study aims to assess how the system contributes to service responsiveness, resolution efficiency, and institutional accountability. Using a three-year dataset (2023–2025), the analysis examines complaint volumes, closure rates, and response timeliness, supplemented by workflow documentation, dashboard analytics, governance records of 242 moderators across 87 departments, and both internal and external audit reports. The findings indicate a steady improvement in service performance, with complaint resolution rates rising from 81% in 2023 to over 90% in 2025, alongside consistent outcomes across departments. These results suggest that a well-structured and systematically governed complaint management system strengthens transparency, enhances organisational performance, and supports the pursuit of operational excellence in university administration. This study contributes to the limited literature on digital complaint management in higher education and offers practical insights for institutions seeking to improve service quality and stakeholder trust through data-driven governance mechanisms.
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