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Egypt has the largest and most significant higher education system in the Middle East and North Africa but it had been continuously facing serious and accumulated challenges.The gap between what is existing and what is supposed to be for the self-regulation and improvement processes is not entirely clear to face these challenges. The effective use of information technology in higher education requires good and new techniques as well as rational strategies. The reform of higher education through strategies based on data analysis of current situation will affect the overall performance of transitional state and will shape new paradigms in higher education system development in Egypt. This research has objective to develop a model of Composite index (CI) based on a set of key performance indicators (KPI) commensurate with the nature of higher education institutions inEgypt. The outcomes of the composite index aim to measure overall performance of institutions and provide unified ranking method in this context. KPIs are determined as description of key success factors related to institutions sustainability. These KPIs are classified into main areas and sub-indicators. Within this scope, the indicators were weighted via Analytic Hierarchy Process (AHP) method according to their significance levels. Pairwise comparison survey template and database web application were developed to collect narrative responses, apply algorithm and extract results. The research study was conducted with 40 professors from 19 renowned universities in Egypt as education experts. The status of composite index model implementation is discussed from theoretical and technical perspectives.

Customer Complaints are considered vital and significant information that can be utilized to attain customers' satisfaction. Consequently, establishing a complaint handling system is essential towards addressing customer dissatisfaction and preventing similar problems from reoccurring. The main objective of this paper is to investigate the degree of association between customers' complaint behaviors and their complaints about the goods or services they get. Therefore, the paper proposes a generic approach for the Customer Complaint Management System that can be effective in reducing customers' complaints through urging customers to participate in controlling the quality of the services or goods offered to them. The "Service" has been used to connect different databases from different platforms to retrieve certain data. The system starts by discussing the service implementation with the web-application interface development. Afterward, the "Service" is used to connect the three main Services used in the proposed e-complaint web service. These services have been explored to obtain the Citizen and Staff data and find out about how they are working. Then, they have been implemented in the web application, each according to the operation that calls the service to restore certain data. Moreover, the most important reports extracted from the evaluation results have also been explored. For implementing the model, a web application has been developed to exhibit both the ability of the model and the efficiency in e-Gov, since that web application could be developed thoroughly. It was supposed that to complete the e-complaint system cycle, there is a need for five modules to implement this cycle; the first module is related to the "Citizen" who wants to fill his/her complaint; the second is the "Admin" who manages the system users; the third is the "Agent" who will handle the Citizen complaints; the fourth is the "Staff" who will analyze the causes and actions of each complaint; and the fifth module is the "Supervisor" who views the overviews reports and takes decisions for improvements.

Including social networking in e-learning platforms enhances and empowers collaboration, knowledge sharing, and knowledge capturing. This new technology brings new learners into the culture of the institutions, the new generation of people is very demanding in terms of development and the use of new technologies for everything in their lives, so to foster the loyalty of younger generation they must be provided with the same kind of technologies they are using in their personal lives. Wherefore, social networking is part of the learning and development processes. Problem identification:This study focuses on the assessment of learner behavioural comparative study of social networking tools to illustrate the weak points, and propose a model enhancing these points for supporting social learning Objectives:This study aims to achieving the following objectives:1. Assessment of e-learning through social networks. 2. Assessment of learner behavior through social networks. 3. How social network influences the learner behavior. 4. Better understanding of different kinds of social networks and the differences between them. Research methodology:The decomposed technology acceptance model was applied to construct the research model on which the hypotheses were based. A mixed data gathering technique using a questionnaire, interview and observation has been used, A questionnaire was developed to evaluate the use of social networking in teaching and learning and assesses its effectiveness on the sense of community among learners. Interview and observation was used in order to clarify strengths, weakness and limitations of social learning. Findings:It has been noted that there were some interesting answers when asked about how you think social learning, enhance the learner's behaviour and foster the learning process. The answers focused on: Informal learning with other people and through engagement with peers encourages learners' collaboration and the learners because it includes discussions and sharing experience, many-tomany interaction makes it real time learning and leveraging content generated. The findings show the benefits of social learning in facilitating communications as it change by growing of technologies.

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