Tax Complaints Classification on Twitter Using Text Mining

Abstract

Twitter growth and utilization encourage the emergence of limitless textual information so that people can express their complaints easily This leads the Directorate General of Taxation uses twitter to deal with tax complaints faced by the community. However, the messages on twitter can contain any information, either the tax complaint or not. This will cause difficulties in handling complaints process. It is important to automatically identify so tax complaint handling can be done effectively and efficiently. Given these problems, it is necessary to do the twitter tax complaint classification with the support of text mining. There are several methods of classification such as Naïve Bayes classifiers, Support Vector Machine (SVM) and Decision Tree. This research aims to classify the tax complaint on twitter automatically by using text mining. The experimental results show the value of f-measure of SVM, Naïve Bayes and Decision Tree, respectively, are 89.3%, 85.6% and 76.9%.