Application of text mining for classification of community complaints and proposals

I. B.N. Sanditya Hardaya, Arian Dhini, Isti Surjandari Prajitno

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

2 Citations (Scopus)

Abstract

Enabled by the increased connectivity and ease of access to online services, an increasing number of countries are moving towards participatory decision making. In Jakarta, the Government deploys an e-participation tool to directly involve community associations and citizens in the development planning of the province. The increasing number of participation and the need of immediate response encourage the use of text mining to classify the complaints and proposals automatically. A classification model was built using Support Vector Machine (SVM) algorithm. This study was the first part of research on community complaint and proposals before text clustering and visualization. The result of model development for classifying documents showed that classification model with stemming and synonym recognition was the most accurate among others with 91.37% accuracy rate. Adding the number of training data would improve the accuracy. Based on classification result, the problem of flood and transportation became the most reported problems during January and February 2016. This result indicated that these problems need to be prioritized by the Government of Jakarta.

Original languageEnglish
Title of host publicationProceeding - 2017 3rd International Conference on Science in Information Technology
Subtitle of host publicationTheory and Application of IT for Education, Industry and Society in Big Data Era, ICSITech 2017
EditorsRafal Drezewski, Goutam Chakraborty, Shah Nazir, Lala Septem Riza, Ummi Raba'ah Hashim, Aji Prasetyo Wibawa, Yaya Wihardi, Andri Pranolo, Enjun Junaeti, Shi-Jinn Horng, Heui Seok Lim, Leonel Hernandez
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages144-149
Number of pages6
ISBN (Electronic)9781509058662
DOIs
Publication statusPublished - 12 Jan 2018
Event3rd International Conference on Science in Information Technology, ICSITech 2017 - Bandung, Indonesia
Duration: 25 Oct 201726 Oct 2017

Publication series

NameProceeding - 2017 3rd International Conference on Science in Information Technology: Theory and Application of IT for Education, Industry and Society in Big Data Era, ICSITech 2017
Volume2018-January

Conference

Conference3rd International Conference on Science in Information Technology, ICSITech 2017
Country/TerritoryIndonesia
CityBandung
Period25/10/1726/10/17

Keywords

  • classification
  • complaints and proposals
  • support vector machine
  • text mining
  • text preprocessing

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