Measurement Scale of e-Complaint Service Quality

Emerging technology has changed human activities to be more efficient and effective. Citizens become more participatory in their involvement in the process of policymaking, decision making, or service design utilizing technology, communication, and information. In developing countries including Indonesia, electronic participation especially e-complaint has been recently implemented. There is a continuous desire from the citizen for better service quality along with the implementation. It is a challenge for the government to improve e-complaint service quality. The previous study claimed that we must first know how citizens apprehend and assess online to deliver better service quality. The objective of this study is conceptualizing, develop, refine the scale for measuring e-complaint service quality. The factor analysis with principal component analysis (PCA) used to stable the dimension of e-complaint service quality. We classified 23 item-scale under five main dimension of e-complaint service quality, they are technical efficiency, responsiveness, transparency, security, and citizen-support.