The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON INFORMATION SCIENCE AND APPLICATIONS
Transactions ID Number: 53-574
Full Name: Esraa Afify
Position: Researcher
Age: ON
Sex: Female
Address: 49, Ahmed El-Sawy st., Makram Abiad-Nasr City, Cairo
Country: EGYPT
Tel: +20103320512
Tel prefix:
Fax:
E-mail address: esraa_afify@hotmail.com
Other E-mails: esraa_afify@yahoo.com
Title of the Paper: A Model for Customer Complaint Management System using SOA
Authors as they appear in the Paper: Esraa Abd El-Aziz Abd El-Sadek Afify,Abd El-Fatah A. Hegazy,Mona Ahmed Kadry El-Sayed
Email addresses of all the authors: esraa_afify@hotmail.com,ahegazy@aast.edu,monakadry@aast.edu
Number of paper pages: 10
Abstract: 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 Customer Complaint Management System 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 paper 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. The Proposed model aims to develop a Service-Oriented framework for e-Complaint Web-based that targets the charity lifecycle. 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. Also, this paper describes the Complaint Management System oriented by Web-application which will be used by Citizens in order to make complaints about their dissatisfaction on provided services. This system will be able to handle complaints by recording and giving feedback for each raised complaint. Results of the study can be a good reference to find out users needs from e-complaint and the handling process of this complaint in the body of any organization.
Keywords: E-CRM,E-Complaint,Complaint Management System,Complaint Handling,SOA
EXTENSION of the file: .pdf
Special (Invited) Session: special session on " Knowledge Engineering for Decision Support Systems ",
Organizer of the Session: Prof Dr. Abdel-Badeeh M. Salem
How Did you learn about congress:
IP ADDRESS: 196.221.12.13
