Dimensions of E-Complaint Service Quality: A Systematic Literature Review

Annisa Monicha Sari; Betty Purwandari; Achmad Nizar Hidayanto; Muhammad Fadhil Dzulfikar; Muhammad Mishbah; Larastri Kumaralalita

doi:10.1109/ICCED46541.2019.9161136

Dimensions of E-Complaint Service Quality: A Systematic Literature Review

Annisa Monicha Sari
, Betty Purwandari
, Achmad Nizar Hidayanto
, Muhammad Fadhil Dzulfikar
, Muhammad Mishbah
, Larastri Kumaralalita

Department of Computer Science

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

3 Citations (Scopus)

Abstract

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.

Original language	English
Title of host publication	5th International Conference on Computing Engineering and Design, ICCED 2019
Publisher	Institute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)	9781728120942
DOIs	https://doi.org/10.1109/ICCED46541.2019.9161136
Publication status	Published - Apr 2019
Event	5th International Conference on Computing Engineering and Design, ICCED 2019 - Singapore, Singapore Duration: 11 Apr 2019 → 13 Apr 2019

Publication series

Name	5th International Conference on Computing Engineering and Design, ICCED 2019

Conference

Conference	5th International Conference on Computing Engineering and Design, ICCED 2019
Country/Territory	Singapore
City	Singapore
Period	11/04/19 → 13/04/19

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 16 Peace, Justice and Strong Institutions

Keywords

e-complaint
e-government
Kitchenham
service quality
Systematic Liteature Review (SLR)

Access to Document

10.1109/ICCED46541.2019.9161136

Cite this

Sari, A. M., Purwandari, B., Hidayanto, A. N., Fadhil Dzulfikar, M., Mishbah, M., & Kumaralalita, L. (2019). Dimensions of E-Complaint Service Quality: A Systematic Literature Review. In 5th International Conference on Computing Engineering and Design, ICCED 2019 Article 9161136 (5th International Conference on Computing Engineering and Design, ICCED 2019). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/ICCED46541.2019.9161136

Sari, Annisa Monicha ; Purwandari, Betty ; Hidayanto, Achmad Nizar et al. / Dimensions of E-Complaint Service Quality : A Systematic Literature Review. 5th International Conference on Computing Engineering and Design, ICCED 2019. Institute of Electrical and Electronics Engineers Inc., 2019. (5th International Conference on Computing Engineering and Design, ICCED 2019).

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title = "Dimensions of E-Complaint Service Quality: A Systematic Literature Review",

abstract = "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. ",

keywords = "e-complaint, e-government, Kitchenham, service quality, Systematic Liteature Review (SLR)",

author = "Sari, \{Annisa Monicha\} and Betty Purwandari and Hidayanto, \{Achmad Nizar\} and \{Fadhil Dzulfikar\}, Muhammad and Muhammad Mishbah and Larastri Kumaralalita",

note = "Publisher Copyright: {\textcopyright} 2019 IEEE.; 5th International Conference on Computing Engineering and Design, ICCED 2019 ; Conference date: 11-04-2019 Through 13-04-2019",

year = "2019",

month = apr,

doi = "10.1109/ICCED46541.2019.9161136",

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}

Sari, AM, Purwandari, B , Hidayanto, AN, Fadhil Dzulfikar, M, Mishbah, M & Kumaralalita, L 2019, Dimensions of E-Complaint Service Quality: A Systematic Literature Review. in 5th International Conference on Computing Engineering and Design, ICCED 2019., 9161136, 5th International Conference on Computing Engineering and Design, ICCED 2019, Institute of Electrical and Electronics Engineers Inc., 5th International Conference on Computing Engineering and Design, ICCED 2019, Singapore, Singapore, 11/04/19. https://doi.org/10.1109/ICCED46541.2019.9161136

Dimensions of E-Complaint Service Quality: A Systematic Literature Review. / Sari, Annisa Monicha; Purwandari, Betty ; Hidayanto, Achmad Nizar et al.
5th International Conference on Computing Engineering and Design, ICCED 2019. Institute of Electrical and Electronics Engineers Inc., 2019. 9161136 (5th International Conference on Computing Engineering and Design, ICCED 2019).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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

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

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KW - service quality

KW - Systematic Liteature Review (SLR)

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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 -

Sari AM, Purwandari B , Hidayanto AN, Fadhil Dzulfikar M, Mishbah M, Kumaralalita L. Dimensions of E-Complaint Service Quality: A Systematic Literature Review. In 5th International Conference on Computing Engineering and Design, ICCED 2019. Institute of Electrical and Electronics Engineers Inc. 2019. 9161136. (5th International Conference on Computing Engineering and Design, ICCED 2019). doi: 10.1109/ICCED46541.2019.9161136

Dimensions of E-Complaint Service Quality: A Systematic Literature Review

Abstract

Publication series

Conference

UN SDGs

Keywords

Access to Document

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