Test in the Cloud Evaluation Framework Proposal for Independent Online Dispute Resolution System

Abstract

The current court system is simply not conducive to ordinary people and small businesses for the resolution of low value claims at proportionate costs, speed and efficiency. Moreover, the lack of knowledge of e-Commerce consumers in online dispute resolution (ODR) and limitation of independent ODR platform in Malaysia has led to consumer dissatisfaction. The objective of this study is to gauge the knowledge level of ODR and identify dissatisfaction among Malaysian and hence propose an independent ODR system. A mixed method approach of literature analysis of human computer interaction and software testing field, together with survey as data collection method is used. Results confirmed the lack of knowledge of ODR among Malaysians and based on the response when faced with a “dissatisfied experience” (pain storming approach), an Independent Evaluation ODR framework is proposed. The proposed framework could be used together with an ODR system, which is similar to an electronic court specifically catered to resolve e-commerce related disputes. In the future, the survey could be extended to a wider audience base and include wider coverage of various stages of the ODR process.