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

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.