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Indra, Jamaludin
Universitas Buana Perjuangan Karawang
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Journal : bit-Tech

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Automatic Classification of Public Complaints Using Naive Bayes Rico Andrean Hardiansyah; Jamaludin Indra; Dwi Sulistya Kusumaningrum; Tohirin Al Mudzakir
bit-Tech Vol. 8 No. 2 (2025): bit-Tech
Publisher : Komunitas Dosen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32877/bt.v8i2.2992

Abstract

Public complaint services are essential for improving government service quality by providing a direct channel for citizens to report issues. In Karawang Regency, the Tanggap Karawang (TANGKAR) platform serves this function; however, the manual classification of complaints causes delays and potential misrouting, especially due to the highly imbalanced distribution of complaint categories. This study develops an automatic classification model for public complaints in eight categories economy, education, health, social, infrastructure, security, environment, and transportation by integrating Term Frequency–Inverse Document Frequency (TF–IDF), Multinomial Naive Bayes, and Synthetic Minority Oversampling Technique (SMOTE). This integration addresses domain-specific class imbalance challenges, combining the computational efficiency of Naive Bayes, the feature representation strength of TF–IDF, and the improved minority class recognition from SMOTE. A dataset of 800 complaint records from TANGKAR underwent preprocessing, including cleaning, case folding, normalization, tokenizing, stemming, and stopword removal. TF–IDF with unigram and bigram features was used for feature extraction, followed by classification under two scenarios: original unbalanced data and balanced data via SMOTE. Evaluation metrics included accuracy, precision, recall, F1-score, and confusion matrix. The model achieved 85.09% accuracy without SMOTE and 83.40% with SMOTE, with notable improvement in detecting minority categories after balancing. Although overall accuracy slightly decreased, SMOTE enhanced equitable prediction across all categories. This approach advances current public complaint classification methods by adapting to the linguistic diversity and uneven category distribution in actual e-government data, supporting faster and more accurate decision-making in public complaint management systems.
Co-Authors AA Sudharmawan, AA Abdul Gapur Achmad, Syifa Latifah Adi Rizky Pratama Agung Susilo Yuda Irawan Ahmad Afifur Rahman Ahmad Fauzi Ahmad Fauzi Ahmad Rahman Al Fathir Rizal Januar Alif Kirana Amansyah, Ilham Anton Romadoni Junior Apriade Voutama April Hananto Ardiansyah, Fikri Arif Nurman Arip Solehudin Aris Martin Kobar Arum Puspita Lestari, Santi Asep Jamaludin Aviv Yuniar Rahman Awal, Elsa Elvira Ayu Juwita Azis Saputra Azzahra, Wava Lativa Baihaqi, Kiki Ahmad Cici Emilia Sukmawati Dadang Yusup Deden Wahiddin Deny Maulana Dwi Sulistya Kusumaningrum Dwi Sulistya Kusumaningrum Dwi Vina Wijaya Eko Pramono Fadmadika, Fadilla Faisal, Sutan Fauzi Ahmad Muda Fauzi, Ahmad Firdaus, Thoriq Janati Firmansyah Maulana Fitri Nur Masruriyah, Anis Garno . Garno, Garno Gugy Guztaman Munzi Hananto, Agustia Hanny Hikmayanti Handayani Hanung Pangestu Rahman Hilda Fitriana Dewi Hilda Novita Hilda Yulia Novita Holila, Holila Irma Putri Rahayu Juwita, Ayu Ratna Karyanto, Dony Dwi Khoirull Munazzal Kusumaningrum, Dwi Sulistya Lestari, Santi Arum Puspita M Andrian Agustyan Maharina, Maharina Maliah Andriyani Mudzakir, Tohirin Al Muhammad Arya Suhendi Muhammad Cesar Afriansyah Arief Muhammad Deden Miftah Fauzi Muhammad Imam Naufal Muhammad Khoiruddin Harahap Muhammad Raja Nurhusen Muhammad Romadhon Nazori AZ Novalia, Elfina Nugraha, Najmi Cahaya Nurdin, Cherry Januar Nurlaelasari, Euis Nursyawalni, Reva Paryono, Tukino Pratama, Adi Rizky Purnama, Ariya Purnomo, Indarto Aditya Rahmat Hidayat Rahmat Rahmat Rahmat Rahmat Ratna Juwita, Ayu Rico Andrean Hardiansyah Rifaldi, Rizky Rija Nur Hijriyya Rissa Ilmia Agustin Rizki, Lutfi Trisandi Robinson Nababan Rohana, Tatang Romlah Saefulloh, Nandang Sandi Susanto Santi Lestari Sihabudin Sihabudin, Sihabudin Siregar, Amril Mutoi Siti Robiah Suparno Sutan Faisal Syahrul Azis Tatang Rohana Tatang Rohana Tia Astiyah Hasan Tohirin Al Mudzakir Tohirin Mudzakir Toif Muhayat Tri Vicika, Vikha Ulfa Amelia Vikha Tri Vicika Wahiddin, Deden Wildan Amin Wiharja Yana Cahyana Yogi Firman Alfiansyah