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Please use this identifier to cite or link to this item: http://hdl.handle.net/1812/457

Title: The application of service-oriented architecture in e-complaint system
Authors: Amir Shareghi Najar
Keywords: E-complaint system
Service-oriented architecture
Complaint handling
Issue Date: 2009
Publisher: Universiti Malaya
Abstract: Complaint handling as an important part for minimizing user dissatisfaction and increasing users’ loyalty has got high influence in developing government websites. Many studies of complaint handling focus on increasing user satisfaction rather than decreasing user dissatisfaction. Moreover, governments’ complaint handling websites do not encourage citizens to submit their complaints online as users were confused in interacting with different departments websites in order to submit a simple complaint. However many governments tried to utilize SOA (service oriented architecture) in their e-government system to avoid as such confinement among their citizens, these developed systems weren’t covering comprehensive complaint handling. First of all in this study researcher explored complaint handling system statuses in Iran. Secondly comprehensive complain systems’ obstacles is disclosed. Finally researcher represented a new e-complaint model base on SOA to develop existing e-governments’ complain systems into more comprehensive complain systems. In order to capture data in this study questionnaire and interview were used as well as Delphi method was utilized in questionnaires preparation. Moreover in data capturing status; questionnaires were collected through hard copies and online surveys’ tools. Implement status researcher tried to develop a website as well as using Web Site Design Method (WSDM) combined with Rational Unified Process (RUP). Hence PHP5 for Interface and MySQL for Database section were utilized.
Description: Dissertation (M.C.S.) -- Faculty of Computer Science & Information Technology, University of Malaya, 2009
URI: http://dspace.fsktm.um.edu.my/handle/1812/457
Appears in Collections:Masters Dissertations: Computer Science

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Final dissertation Amir Shareghi Najar WGA070046.pdfThesis4.72 MBAdobe PDFView/Open

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