Introduction – The development of information technology nowadays makes computer-assisted surveys increasingly popular. Current methods of computer assisted survey category are the internet survey or online survey. The superiority of the online survey compared to offline survey is the ability...

Introduction -- Complaint is "a statement of dissatisfaction formally to an aspect of the experience of the service". Formally, complaint is only one of the four types of complaining behavior. The majority appears in form of voicer, which is the complaint that something is wrong in the...