UMN E-complaint application with automatic classification feature

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 Universitas 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.