@inproceedings{840e953e61b745f2a57ab60a48be94e1,
title = "Application of text mining for classification of community complaints and proposals",
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.",
keywords = "classification, complaints and proposals, support vector machine, text mining, text preprocessing",
author = "{Sanditya Hardaya}, {I. B.N.} and Arian Dhini and Prajitno, {Isti Surjandari}",
year = "2018",
month = jan,
day = "12",
doi = "10.1109/ICSITech.2017.8257100",
language = "English",
series = "Proceeding - 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",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "144--149",
editor = "Rafal Drezewski and Goutam Chakraborty and Shah Nazir and Riza, {Lala Septem} and Hashim, {Ummi Raba'ah} and Wibawa, {Aji Prasetyo} and Yaya Wihardi and Andri Pranolo and Enjun Junaeti and Shi-Jinn Horng and Lim, {Heui Seok} and Leonel Hernandez",
booktitle = "Proceeding - 2017 3rd International Conference on Science in Information Technology",
address = "United States",
note = "3rd International Conference on Science in Information Technology, ICSITech 2017 ; Conference date: 25-10-2017 Through 26-10-2017",
}