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All Journal Jurnal Akuntansi Indonesia Dinamika Akuntansi Keuangan dan Perbankan Jurnal Bisnis dan Ekonomi Juara: Jurnal Riset Akuntansi Jurnal Penelitian Ekonomi dan Bisnis MEDIA Proceeding SENDI_U International Journal of Artificial Intelligence Research Abdimas UNWAHAS : Jurnal Pengabdian Masyarakat UNWAHAS JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Bina Akuntansi Current : Jurnal Kajian Akuntansi dan Bisnis Terkini Jumat Ekonomi: Jurnal Pengabdian Masyarakat JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Jurnal Akuntansi dan Audit Syariah (JAAIS) EKONOMIKA45 Dinamika JAKA (Jurnal Akuntansi, Keuangan dan Auditing) PERMANA : Jurnal Perpajakan, Manajemen, dan Akuntansi Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Jurnal Ekonomi dan Bisnis E-Amal: Jurnal Pengabdian Kepada Masyarakat Jurnal Akuntansi International Journal of Accounting, Management, and Economics Research : Ijamer
Melati Oktafiyani
Universitas Dian Nuswantoro
Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Medicine & Pharmacology Social Sciences Other

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Web-Based Complaint Handling System:A Pre-Post Cohort Evaluation of E-Service Quality Melati Oktafiyani; Etika Kartikadarma; Handy Nur Cahya; Wikan Isthika; Dayangku Azriani binti Awang Ismail
International Journal of Artificial Intelligence Research Vol 10, No 2 (2026): December
Publisher : Universitas Dharma Wacana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29099/ijair.v10i2.1753

Abstract

Customer complaint management remains a critical challenge because fragmented communication channels act as an informational “black box” for consumers, increasing uncertainty and weakening organizational trust. While prior studies focus primarily on technical deployment or post-adoption satisfaction, empirical evidence isolating how system-driven transparency drives trust recovery remains scarce. This study designs and evaluates a web-based Customer Complaint Handling System (CCHS) built on a three-tier Model–View–Controller (MVC) architecture to address this gap. Methodologically, a single-cohort longitudinal pretest–posttest design was executed involving 84 identical participants tracked over two sequential 30-day operational periods. Data were collected using a 20-item instrument covering five dimensions adapted from Electronic Service Quality (E-S-QUAL) and Information Systems Success frameworks. Reliability was confirmed via Cronbach’s alpha (?pre = 0.842; ?post = 0.891). Quantitative tracking revealed highly significant positive shifts across all dimensions (p < 0.001) following system implementation. Notably, Transparency & Information achieved the most substantial growth (? = +3.09; 213.1%), heavily driven by real-time status visibility (? = +3.40), while Satisfaction & Trust increased by +2.44 points (120.8%). Conversely, Fairness & Resolution Quality exhibited bounded improvement (? = +1.10), proving that automated architectures act as operational facilitators rather than replacements for human judgment. These findings demonstrate that digital process visibility operates as an independent driver of trust recovery, offering actionable guidance for digital service governance. 
Co-Authors Agung Prajanto Aisyah Amalia Al-Aziz Alifiya Zahra Irmaya Fani Anna Sumaryati Atika Farhana Herdajanti Aurelia Arini Arthatami Bambang Minarso, Bambang Bella Kartika Sari Cahya Bagus Permana Cahyani, Keken Suci Adi Dayangku Azriani binti Awang Ismail Dwiarso Utomo Dzauqy Shifa Ely Safrinawati, Ersa Enny Susilowati Mardjono Entot Suhartono Entot Suhartono Ervin Arif Setiawan Etika Kartikadarma Eva Ria Awaliyah Fadia Zulfa Kanaya Ferida Rahmawati Hadi Saputra, Dian Festiana Handy Nur Cahya Hayu Wikan Kinasih Hayu Wikan Kinasih Hemalia Susan Indira Zalianty Hendri Hermawan Adinugraha Hermawan Triono Ichmahtul Hidayah Imang Dapit Pamungkas Indah Hernawati, Retno Intan Miranda, Jesica Viranco Intan Miranda Viranco Ira Septriana Ira Septriana, Ira Isthika , Wikan Jesica Viranco Intan Miranda Juli Ratnawati Kartika Hendra Titisari Kartika Hendra Titisari Kusuma, Sherawanti Permata Lenni Yovita Lilis Setyowati Listiana Laelisakdiyah, Ana Luxmana, David Bima Machmuddah, Zaky Marcel Ruly Pratama Maylani, Rhizma Putri Mila Sartika Mila Sartika Mohamed Abdulwahb Ali Alfared Muhammad Khusni Muzzamil Nafilah Nafilah Ngurah Pandji Mertha Agung Durya Nila Tristiarini, Nila Permana, Cahya Bagus Purwantoro Purwantoro Rafita Yulianing Puspiyanti Rahma Adijanto, Vebila Kalisa Ratna Herawati Ratna Herawati Riesta Noviani, Gabriella Ika Ririh Dian Pratiwi Sa'diyah, Darojatuz Zakiyyah Maisarotus Triono, Hermawan Veronica Simanjuntak, Ratna vioneta cattravelly pandji Wikan Isthika Wikan Isthika Wikan Isthika, Wikan Yovita, Lenni Yulita Setiawanta Zaki, Ananda Naufal ⁠Ratna Herawati