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Future Computing and Informatics Journal

Future Computing and Informatics Journal

Abstract

Customer Complaints are considered as valuable and significant information that can be utilized to attain customer satisfaction. Accordingly, a complaint handling system can address customer dissatisfaction and prevent similar problems from reoccurring. The aim of this paper is to investigate the level of relationship between the complaints and complaint behaviours of the customers who benefit from the services offered. In this paper, a generic approach for the Customer Complaint Management System is pro posed to have the ability to minimize customers’ dissatisfaction and on the other hand to motivate customers to take part of controlling the quality of the services provided. The "Service" was used to connect different databases from different platforms to retrieve certain data. The system starts by discussing the service implementation with the web-application interface development. Afterwards, the three main Services that were used in the proposed e-complaint web service were explored to get the Citizen and Staff data and how it's working. Then, these services were implemented in the web application each according to the operation that calls the service to retrieve certain data. Moreover, the most important reports extracted from the evaluation result were explored. For implementing the model, a web application was developed to exhibit the ability of the model as well as efficiency in e-Gov since it could be developed thoroughly. It was supposed that to complete the e-complaint system cycle, there is a need for five modules to implement this cycle; first module related to the "Citizen" who wants to fill his/her complaint; second module the "Admin" who manages the system users; third module the "Agent" who will deal with the Citizen complaints; fourth module the "Staff" who will analyze the causes and actions of each complaint; and fifth module the "Supervisor" who views the overviews reports and takes decisions for improvements. For evaluation purposes, a random generator has been created, which was able to generate random complaint scenarios that serve as input to the proposed model for creating Citizen Complaints. By applying these several test scenarios to the proposed model, it proved that it’s applicable to be applied to real data if it is available and would provide the same performance. The experimental results clearly indicate that using the Service-Oriented Architecture (SOA) is suitable to aid in creating e-complaint systems. The system was implemented using random generator by entering samples of data for 3 years. Also, the system has been tested with 12,015 complaint cases; 11,162 cases are solved and 848 cases still unsolved. The number of governors covered by the system is 29 areas. According to the results, the system counted the cases o f gender as 5640 cases of male and 6375 cases of female. Also, counted Married/Single cases as 4674 married citizens and 7341 single c itizens. The system also has received 6999 feedbacks.

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