Electronic-Customer Complaint Management System (E-CCMS) – a Generic Approach

Abstract

Customer Complaints are considered vital and significant information that can be utilized to attain customers' satisfaction. Consequently, establishing a complaint handling system is essential towards addressing customer dissatisfaction and preventing similar problems from reoccurring. The main objective of this paper is to investigate the degree of association between customers' complaint behaviors and their complaints about the goods or services they get. Therefore, the paper proposes a generic approach for the Customer Complaint Management System that can be effective in reducing customers' complaints through urging customers to participate in controlling the quality of the services or goods offered to them. The "Service" has been 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. Afterward, the "Service" is used to connect the three main Services used in the proposed e-complaint web service. These services have been explored to obtain the Citizen and Staff data and find out about how they are working. Then, they have been implemented in the web application, each according to the operation that calls the service to restore certain data. Moreover, the most important reports extracted from the evaluation results have also been explored. For implementing the model, a web application has been developed to exhibit both the ability of the model and the efficiency in e-Gov, since that web application 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; the first module is related to the "Citizen" who wants to fill his/her complaint; the second is the "Admin" who manages the system users; the third is the "Agent" who will handle the Citizen complaints; the fourth is the "Staff" who will analyze the causes and actions of each complaint; and the fifth module is the "Supervisor" who views the overviews reports and takes decisions for improvements.

Development of a Web-based Water Supply Complaint Management System

“…Meanwhile, Afify and Kadry (2019) proposed an electronic Customer Complaint Management System (e-CCMS) to deal with customer complaints and to be able to reduce additional similar complaints by including them as part of controlling the quality of service or goods offered. The researchers discovered WSDM (Web Site Design Method) as an appropriate model for creating e-complaint web services and combined it with Service-Oriented Architecture (SOA) standards and concepts.…”

“…For example, some states use Telegram channels to disseminate information regarding scheduled maintenance or to provide a platform for public to file a complaint for various water, electricity or any issues related to the community. Subsequently, public complaints typically covered a wide range of life goods and services that they had either used or purchased, including food, friends, jobs, housing, public transportation, and weather forecasting (Afify & Kadry, 2019). Dissatisfaction had always been a part of human nature, and certain people are particularly good at complaining.…”

Complaints as Sustainable Ecosystems Services of Co-Creation Value

“…More recently, and supported by technological and disruptives advances, complaints have been gaining a new impetus, expanding their action, understanding and relevance (Afify & Kadry, 2019;Kitapci, Ozbek, Sakarya & Sariyldiz, 2019;Koc, 2019). Traditionally anchored in a face-to-face, dyadic or triadic relationship, complaints have been expanding to a new dimension enabled by digital interconnectivity, where the network context allows the emergence of multiparty relationships 8 , (Gummesson, 2008 a,b;Payne et al, 2008;Chandler & Vargo, 2011;Istanbulluoglu, 2017;Mei et al, 2018;Sklyar, Kowalkowski,Tronvoll, & Sörhammar, 2019), making their study more and more urgent and complex.…”