The Application of Service-Oriented Architecture in E-complaint System

In this study researcher tried to improve relation between citizens and government by presenting a new model based on Service Oriented Architecture (SOA). With utilizing the presented model in government body on one hand governments will have the ability to minimize citizens´ dissatisfaction and on the other hand it can encourage citizens to participate in controlling government body such as governments´ staffs and organizations. This study can also be helpful in other fields of e-government in terms of citizen adoption and citizen loyalty. Results of this study can be a good reference to find out users needs from e-complaint and the importance of complaint in the body of government.