ABSTRACT

This study examines student complaining behavior in Nigerian universities, focusing on the University of Benin and Ambrose Alli University as case studies. A total of 398 respondents participated in the study, with data collected through structured questionnaires. The research employs a descriptive and inferential statistical approach, utilizing frequency analysis, mean, percentage, regression analysis, ANOVA, and chi-square tests to analyze the data. Findings reveal that missing and delayed results, unfair treatment from staff, and overcrowded classes are the most common complaints among students. Additionally, gender and academic discipline significantly influence complaint voicing, while age does not. The study also establishes significant relationships between service quality, institutional communication, socioeconomic background, peer influence, academic stress, and perceived fairness with students' likelihood to complain. However, institutional responsiveness and students’ perception of complaint management systems do not significantly affect complaint behavior, indicating potential distrust in institutional grievance mechanisms. Based on these findings, the study recommends improving result processing, ensuring fairness in staff-student relations, enhancing communication channels, strengthening academic support services, and digitalizing complaint management systems to foster a more transparent and student-friendly environment in Nigerian universities.