08-17-2017, 12:43 AM
Abstract: - Customer Complaint is important information reflecting customers sound and is a primary measure
of customer dissatisfaction. An Effective and Efficient response to these complaints is an essential index of
organization s performance. The presented model for the Customer Complaint Management System will have
the ability to minimize customers dissatisfaction and on the other hand it can encourage customers to
participate in controlling the quality of the service provided. In this paper the researcher tries to improve the
relationship between Citizens and the Social Solidarity by presenting a new model of e-Complaint webservice
based on SOA. The Proposed model aims to develop a Service-Oriented framework for e-Complaint
Web-based that targets the charity lifecycle. The cycle starts with distribution of different services that are
provided through charity. Those services are applied for different people based on their needs. Due to
different obstacles those services may not be applied in appropriate way. Therefore, a need for a system that
could detect Citizen s problems and provide them with suitable feedback is raised. Also, this paper describes
the Complaint Management System oriented by Web-application which will be used by Citizens in order to
make complaints about their dissatisfaction on provided services. This system will be able to handle
complaints by recording and giving feedback for each raised complaint. Results of the study can be a good
reference to find out users needs from e-complaint and the handling process of this complaint in the body of
any organization.
Key-Words: - e-CRM, e-Complaint, Complaint Management System, Complaint Handling, SOA
1 Introduction
Today's development cycles for web-applications
such as Portals and Marketplaces are short, and
getting shorter with continuous improvements and
enhancements as new requirements and features
become apparent. Therefore, developing Web
Services using the Service-Oriented Architecture
paradigm is a widely accepted concept. On the other
side, most of user s complaints are apparent when a
system has inappropriate communication between
the organizations, their employees and customers
(Citizens). Poor communication can result in poor
services or products being provided by the
organization or Government. Whilst concentrating
on the topic of complaint handling, organizations
can achieve an efficient success factor by increasing
their user satisfaction and their loyalty. Therefore
each organization needs to develop its internal and
external communication towards its staff and
customers to achieve success. Although appropriate
communication can reduce user dissatisfaction; it
cannot eliminate complaint.
For a Social Solidarity, there is a need for a
Complaint Management System in order to deal
with complaints concerning their food quality or
delivery service etc. Every day Citizens
complaint to staff of the service department because
of feeling dissatisfied. No matter direct or indirect
accusation to any staff, such as face to face
complaint, telephone complaint, complaint letter,
and message on the web, all the complaints should
be accepted and properly cared for. The resolution
of the complaint might be economic compensation,
improving service and so on. Also it should weight
this complaints i.e., weak complaint or strong
complaint and take respective measures in order to
prioritize handling of complaint. However, many
investigations have been done on the topic.