TY - GEN
T1 - Measurement scale of e-complaint service quality
AU - Sari, Annisa Monicha
AU - Hidayanto, Achmad Nizar
AU - Purwandari, Betty
AU - Kosandi, Meidi
AU - Fitriani, Widia Resti
PY - 2019/10
Y1 - 2019/10
N2 - Emerging technology has changed human activities to be more efficient and effective. Citizens become more participatory in their involvement in the process of policymaking, decision making, or service design utilizing technology, communication, and information. In developing countries including Indonesia, electronic participation especially e-complaint has been recently implemented. There is a continuous desire from the citizen for better service quality along with the implementation. It is a challenge for the government to improve e-complaint service quality. The previous study claimed that we must first know how citizens apprehend and assess online to deliver better service quality. The objective of this study is conceptualizing, develop, refine the scale for measuring e-complaint service quality. The factor analysis with principal component analysis (PCA) used to stable the dimension of e-complaint service quality. We classified 23 item-scale under five main dimension of e-complaint service quality, they are technical efficiency, responsiveness, transparency, security, and citizen-support.
AB - Emerging technology has changed human activities to be more efficient and effective. Citizens become more participatory in their involvement in the process of policymaking, decision making, or service design utilizing technology, communication, and information. In developing countries including Indonesia, electronic participation especially e-complaint has been recently implemented. There is a continuous desire from the citizen for better service quality along with the implementation. It is a challenge for the government to improve e-complaint service quality. The previous study claimed that we must first know how citizens apprehend and assess online to deliver better service quality. The objective of this study is conceptualizing, develop, refine the scale for measuring e-complaint service quality. The factor analysis with principal component analysis (PCA) used to stable the dimension of e-complaint service quality. We classified 23 item-scale under five main dimension of e-complaint service quality, they are technical efficiency, responsiveness, transparency, security, and citizen-support.
KW - E-complaint
KW - E-government
KW - E-participation
KW - PCA
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=85081080901&partnerID=8YFLogxK
U2 - 10.1109/ICACSIS47736.2019.8979853
DO - 10.1109/ICACSIS47736.2019.8979853
M3 - Conference contribution
T3 - 2019 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2019
SP - 375
EP - 380
BT - 2019 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2019
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 11th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2019
Y2 - 12 October 2019 through 13 October 2019
ER -