TY - GEN
T1 - Dimensions of E-Complaint Service Quality
T2 - 5th International Conference on Computing Engineering and Design, ICCED 2019
AU - Sari, Annisa Monicha
AU - Purwandari, Betty
AU - Hidayanto, Achmad Nizar
AU - Fadhil Dzulfikar, Muhammad
AU - Mishbah, Muhammad
AU - Kumaralalita, Larastri
N1 - Publisher Copyright:
© 2019 IEEE.
PY - 2019/4
Y1 - 2019/4
N2 - Electronic participation especially e-complaint has been recently implemented in developing countries including Indonesia. In the meantime, citizens have risen their expectation on the quality of government responses to their complaints. It is a challenge for the government to meet their citizens' desire for the advancement of e-complaint service quality. Previous work claimed that service measurement is a prerequisite for service improvement. Therefore, this study aims to identify dimensions for the measurement of e-complaint service quality. The Kitchenham's Systematic Literature Review (SLR) was performed to achieve the objective. It consists of three phases i.e. planning, conducting and reporting the review. At the beginning the SLR discovered 272 articles, which were then selected to 19 most relevant papers. Review on these references discovered that technical efficiency, responsiveness, transparency, security, and citizen-support as the dimensions of e-complaint service quality. These become the foundation for future research to develop a framework to measure e-complaint service quality in Indonesia.
AB - Electronic participation especially e-complaint has been recently implemented in developing countries including Indonesia. In the meantime, citizens have risen their expectation on the quality of government responses to their complaints. It is a challenge for the government to meet their citizens' desire for the advancement of e-complaint service quality. Previous work claimed that service measurement is a prerequisite for service improvement. Therefore, this study aims to identify dimensions for the measurement of e-complaint service quality. The Kitchenham's Systematic Literature Review (SLR) was performed to achieve the objective. It consists of three phases i.e. planning, conducting and reporting the review. At the beginning the SLR discovered 272 articles, which were then selected to 19 most relevant papers. Review on these references discovered that technical efficiency, responsiveness, transparency, security, and citizen-support as the dimensions of e-complaint service quality. These become the foundation for future research to develop a framework to measure e-complaint service quality in Indonesia.
KW - e-complaint
KW - e-government
KW - Kitchenham
KW - service quality
KW - Systematic Liteature Review (SLR)
UR - http://www.scopus.com/inward/record.url?scp=85091329404&partnerID=8YFLogxK
U2 - 10.1109/ICCED46541.2019.9161136
DO - 10.1109/ICCED46541.2019.9161136
M3 - Conference contribution
AN - SCOPUS:85091329404
T3 - 5th International Conference on Computing Engineering and Design, ICCED 2019
BT - 5th International Conference on Computing Engineering and Design, ICCED 2019
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 11 April 2019 through 13 April 2019
ER -