UMN E-Complaint Application with Automatic Classification Feature
Vannia Ferdina1, Seng Hansun2, Marcel Bonar Kristanda3
1Vannia Ferdina*, Informatics Department, University Multimedia Nusantara, Tangerang, Indonesia.
2Seng Hansun, Informatics Department, University Multimedia Nusantara, Tangerang, Indonesia.
3Marcel Bonar Kristanda, Informatics Department, University Multimedia Nusantara, Tangerang, Indonesia.
Manuscript received on September 14, 2019. | Revised Manuscript received on October 20, 2019. | Manuscript published on October 30, 2019. | PP: 296-300 | Volume-9 Issue-1, October 2019 | Retrieval Number: A1150109119/2019©BEIESP | DOI: 10.35940/ijeat.A1150.109119
Open Access | Ethics and Policies | Cite | Mendeley
© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: In university, students’ complaints about the services provided are essential things to note because it could lead to higher student transfer if not appropriately handled. In University Multimedia Nusantara (UMN), students can express their complaints through Dewan Keluarga Besar Mahasiswa (DKBM) UMN. By technology development, an online complaint submission system can be applied at UMN. A method that can be used in supporting efficient complaints processing is by using automated classification system since it can save both time and human resources. UMN e-complaints application with automated complaints classification feature was built using the CodeIgniter framework. The evaluation of the e-complaint application was conducted by using the USE Questionnaire. The results show that both DKBM UMN and students agree that the application is useful, easy to use, easy to learn, and satisfying.
Keywords: E-complaint, University, Usability, USE Questionnaire, Web application.