"A Model for e-Customer Complaint Management System" Using SOA

ISBN-13: 9786134915878 / Angielski / Miękka / 2017 / 140 str.

Esraa Afify

Opis

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 electronic Customer Complaint Management System (e-CCMS) 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 thesis, the researcher tries to improve the relationship between Citizens and the Social Solidarity by presenting a new model of e-Complaint web service based on SOA. This Proposed Model aims to develop a Service-Oriented framework for e-Complaint Web-based that targets the charity life cycle. 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.

O autorze

Ass. Lec. Esraa Afify; Assistant Lecturer in Modern Academy. Currently having PhD in Information Systems from Helwan University. M.Sc. in Information Systems from Arab Academy for Science and Technology in 2011. B.Sc. in Management Information System from Modern Academy for Computer Science & Management Technology in 2006.