Application of The Naïve Bayes Classifier Algorithm to Classify
Community Complaints
Dublin Core
Title
Application of The Naïve Bayes Classifier Algorithm to Classify
Community Complaints
Community Complaints
Subject
classification, complaints/ community reports, Naïve Bayes Classifier
Description
Unsatisfactory public services encourage the public to submit complaints/ reports to public service providers to improve their
services. However, each complaint/ report submitted varies. Therefore, the first step of the community complaint resolution
process is to classify every incoming community complaint. The Ombudsman of The Republic of Indonesia annually receives a
minimum of 10,000 complaints with an average of 300-500 reports per province per year, classifies complaints/ community
reports to divide them into three classes, namely simple reports, medium reports, and heavy reports. The classification process
is carried out using a weight assessment of each complaint/ report using 5 (five) attributes. It becomes a big job if done manually.
This impacts the inefficiency of the performance time of complaint management officers. As an alternative solution, in this study,
a machine learning method with the Naïve Bayes Classifier algorithm was applied to facilitate the process of automatically
classifying complaints/ community reports to be more effective and efficient. The results showed that the classification of
complaints/ community reports by applying the Naïve Bayes Classifier algorithm gives a high accuracy value of 92%. In addition,
the average precision, recall, and f1-score values, respectively, are 91%, 93%, and 92%
services. However, each complaint/ report submitted varies. Therefore, the first step of the community complaint resolution
process is to classify every incoming community complaint. The Ombudsman of The Republic of Indonesia annually receives a
minimum of 10,000 complaints with an average of 300-500 reports per province per year, classifies complaints/ community
reports to divide them into three classes, namely simple reports, medium reports, and heavy reports. The classification process
is carried out using a weight assessment of each complaint/ report using 5 (five) attributes. It becomes a big job if done manually.
This impacts the inefficiency of the performance time of complaint management officers. As an alternative solution, in this study,
a machine learning method with the Naïve Bayes Classifier algorithm was applied to facilitate the process of automatically
classifying complaints/ community reports to be more effective and efficient. The results showed that the classification of
complaints/ community reports by applying the Naïve Bayes Classifier algorithm gives a high accuracy value of 92%. In addition,
the average precision, recall, and f1-score values, respectively, are 91%, 93%, and 92%
Creator
Keszya Wabang1
, Oky Dwi Nurhayati2
, Farikhin3
, Oky Dwi Nurhayati2
, Farikhin3
Publisher
Diponegoro University
Date
31-04-2022
Contributor
Fajar bagus W
Format
PDF
Language
Indonesia
Type
Text
Files
Collection
Citation
Keszya Wabang1
, Oky Dwi Nurhayati2
, Farikhin3, “Application of The Naïve Bayes Classifier Algorithm to Classify
Community Complaints,” Repository Horizon University Indonesia, accessed June 6, 2025, https://repository.horizon.ac.id/items/show/9270.
Community Complaints,” Repository Horizon University Indonesia, accessed June 6, 2025, https://repository.horizon.ac.id/items/show/9270.