Published in Data Science and Engineering (DSE) Record 2023 Vol. 4 No. 1 pp. 52-55
Abstract
Complaints are expressions of dissatisfaction or grievances about a service that can be used to improve and develop the quality of service. However, there are several levels of complaints according to the level of severity, such as dividing the severity into two levels: the level that did not require warn-ing and the level to be notified to corresponding personnel and require im-mediate actions to solve the problems. The purpose of this independent study was to study the analysis and notification of complaints in health care services by using complaints from health care recipients and the severi-ty of complaints assessed by experts. The researcher obtained the infor-mation from the study to develop a system for analyzing complaints and notifying when there are complaints that are categorized as having to be no-tified through the LINE application. The study found that Multinomial Na-ïve Bayes had the highest efficiency in complaint classification compared to the Accuracy value of 71%.