Effect of Complaint Management System (CMS) on the Performance of the Public Complaints Commission in Nigeria

Abstract

This study evaluated the impact of two Complaint Management System (CMS) components: Complaint Tracking and Monitoring (CTM) and Feedback Mechanism on PCC performance, measured through complaint resolution rates. A cross-sectional survey design was utilized, collecting data from 116 out of 136 PCC staff across Nigeria using a structured questionnaire distributed via criterion sampling. Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed for data analysis. Results indicated that CTM (β = 0.510, p = 0.000) and Feedback Mechanism (β = 0.108, p = 0.039) significantly and positively influenced PCC performance. The study recommended investing in robust digital tracking systems and multi-channel feedback mechanisms, alongside regular staff training, to optimize service delivery and public confidence.