ISSN : 2319-7323

INTERNATIONAL JOURNAL OF COMPUTER SCIENCE ENGINEERING

ABSTRACT

Title	:	Automatic Classification of Complaints and/or Suggestions Using A Mobile Based Suggestion Box System
Authors	:	Chucknorris Garikayi Madamombe
Keywords	:	automatic text classification; Natural Language Processing; e-governance; mobile phone; suggestion box system; stakeholders; online survey; Short Messge Service.
Issue Date	:	May-Jun 2018
Abstract	:	In every organisation, information is regarded as a very essential resource. Without proper information, most organisations will not function at their optimum capacity. To date, most companies and institutions are still using traditional physical suggestion box to collect information from stakeholders. Nonetheless, information which is gathered through physical suggestion box is in the form of physical papers and it takes too long to process. In addition, physical suggestion boxes involves a lot of paperwork and few people are now using them. As an alternative to physical suggestion boxes, mobile centered suggestion boxes can be adopted. However, automatic classification and processing of information gathered through mobile phones becomes necessary due to the large volumes of information collected. In general, stakeholders are easily frustrated when their suggestions are not attended to in time as expected. Thus the main purpose of this study was to propose and design a classification system that automatically process data based on common keywords. The classification system is designed using Natural Language Processing (NLP) methods. In this study, data was collected using three methods which are; online survey, physical suggestion cards and Short Message Service (SMS). The sample used in the study was made up of students from various colleges in Namibia. Based on common keywords in the data captured, a prototype of the classification system was developed. The findings from the study indicated that mobile suggestion boxes are essential and should be used in every organisation in order to gather as much information as possible. The challenges and benefits of mobile box suggestion systems was also examined.
Page(s)	:	75-83
ISSN	:	2319-7323
Source	:	Vol. 7, No. 3