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A Model for Customer Complaint Management System using SOA

机译：使用SOA的客户投诉管理系统模型

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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.
机译：客户投诉是反映客户声音的重要信息，是衡量客户满意度的主要方法。有效，有效地应对这些投诉是组织绩效的重要指标。所提出的客户投诉管理系统模型将具有最大程度减少客户不满的能力，另一方面，它可以鼓励客户参与控制所提供服务的质量。在本文中，研究人员试图通过提出一种基于SOA的电子投诉网络服务模型来改善公民与社会团结之间的关系。提议的模型旨在为基于慈善的生命周期的基于Web的电子投诉开发面向服务的框架。该周期从分发通过慈善机构提供的不同服务开始。这些服务根据他们的需求而适用于不同的人。由于各种障碍，这些服务可能无法以适当的方式应用。因此，提出了一种需要能够检测公民的问题并向他们提供适当反馈的系统。此外，本文还介绍了面向Web应用程序的投诉管理系统，该系统将由公民使用，以便对他们对提供的服务的不满提出投诉。该系统将能够通过记录每个提出的投诉并提供反馈来处理投诉。研究结果可以作为从电子投诉以及任何组织内部处理此投诉的过程中找出用户需求的良好参考。

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