Chapter Summary Introduction Background Research

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1.5.1 Entire Report Structural of Subject

i. Introduction ii. Background Research and Literature Review iii. Methodology iv. Result and Discussion v. Conclusion and suggestion

1.6 Chapter Summary

This chapter has covered about the introduction of the project including the problem background, problem statement, objective and scope of the project. An investigation has been done to define those terms that have been mentioned above. This project is done some literature reviews from some resources such as internet, books, conferences and journal. Many useful and informative lessons learned from the research to cover this introduction chapter such as on how the complaints and management system works and managed by some areas of organizations. Some problems are identified as factors that effected complaints management system. A lot more of research and literature review will be done to improve this project progress. 6 CHAPTER II LITERATURE REVIEW

2.1 Introduction

Generally a literature review [6] is both a summary and explanation of the complete and current state of knowledge on a limited topic as found in academic books and journal articles. There are two kinds of literature reviews you might write at university: one that students are asked to write as a stand-alone assignment in a course, often as part of their training in the research processes in their field, and the other that is written as part of an introduction to, or preparation for, a longer work, usually a thesis or research report. The focus and perspective of your review and the kind of hypothesis or thesis argument you make will be determined by what kind of review you are writing. One way to understand the differences between these two types is to read published literature reviews or the first chapters of theses and dissertations in your own subject area. Analyze the structure of their arguments and note the way they address the issues. 7

2.2 Background Research

In this background research [7], the observation is done on the student problem, what are the problem and the role played by the parent to curve this problem. Case study that has been done also reviewed. It is purpose to ensure that the function implement all arising matter into the system .As for this project, the main information sources for the system analysis were reference books, internet surfing, interview and discussion with supervisor.

2.2.1 Internet Surfing