Measurement scale of e-complaint service quality

Annisa Monicha Sari, Achmad Nizar Hidayanto, Betty Purwandari, Meidi Kosandi, Widia Resti Fitriani

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Title of host publication2019 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2019
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages375-380
Number of pages6
ISBN (Electronic)9781728152929
DOIs
Publication statusPublished - Oct 2019
Event11th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2019 - Bali, Indonesia
Duration: 12 Oct 201913 Oct 2019

Publication series

Name2019 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2019

Conference

Conference11th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2019
CountryIndonesia
CityBali
Period12/10/1913/10/19

Keywords

  • E-complaint
  • E-government
  • E-participation
  • PCA
  • Service quality

Fingerprint Dive into the research topics of 'Measurement scale of e-complaint service quality'. Together they form a unique fingerprint.

Cite this