Dimensions of E-Complaint Service Quality: A Systematic Literature Review

被引：0

作者：

Sari, Annisa Monicha ^{[1
]}

Purwandari, Betty ^{[1
]}

Hidayanto, Achmad Nizar ^{[1
]}

Dzulfikar, Muhammad Fadhil ^{[1
]}

Mishbah, Muhammad ^{[1
]}

Kumaralalita, Larastri ^{[1
]}

机构：

[1] Univ Indonesia, Fac Comp Sci, Depok, Indonesia

来源：

2019 5TH INTERNATIONAL CONFERENCE ON COMPUTING, ENGINEERING, AND DESIGN (ICCED) | 2019年

关键词：

e-complaint; e-government; service quality; Systematic Liteature Review (SLR); Kitchenham; E-GOVERNMENT SERVICES; MODEL; ADOPTION; PORTALS;

D O I：

10.1109/icced46541.2019.9161136

中图分类号：

TP301 [理论、方法];

学科分类号：

081202 ;

摘要：

Electronic participation especially e-complaint has been recently implemented in developing countries including Indonesia. In the meantime, citizens have risen their expectation on the quality of government responses to their complaints. It is a challenge for the government to meet their citizens' desire for the advancement of e-complaint service quality. Previous work claimed that service measurement is a prerequisite for service improvement. Therefore, this study aims to identify dimensions for the measurement of e-complaint service quality. The Kitchenham's Systematic Literature Review (SLR) was performed to achieve the objective. It consists of three phases i.e. planning, conducting and reporting the review. At the beginning the SLR discovered 272 articles, which were then selected to 19 most relevant papers. Review on these references discovered that technical efficiency, responsiveness, transparency, security, and citizen-support as the dimensions of e-complaint service quality. These become the foundation for future research to develop a framework to measure e-complaint service quality in Indonesia.

引用

页数：6

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