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

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.

Autorentext

Ass. Lec. Esraa Afify ; maître de conférences à l'Académie moderne. Elle est actuellement titulaire d'un doctorat en systèmes d'information de l'université d'Helwan. Maîtrise en systèmes d'information de l'Académie arabe des sciences et technologies en 2011. Elle est titulaire d'une licence en systèmes d'information de gestion délivrée par la Modern Academy for Computer Science & Management Technology en 2006.