Philippine E-Journals

BILINGUAL FEEDBACK MANAGEMENT SYSTEM FOR FRONTLINE SERVICES WITH SENTIMENT ANALYSIS USING NAÏVE-BAYES ALGORITHM

Benjie R Samonte

 

Abstract:

The purpose of this research is to develop a feedback management system that uses a modern approach of technologies to aid the existing feedback management system used in the university. The study employed Sentiment Analysis using Naïve-Bayes Algorithm which was used in determining the polarity of the customers' feedbacks or suggestions. In order to come up with an effective and reliable system, the researcher adopted the incremental software development model as software methodology, wherein it delivers a series of releases, called increments. It progressively provides more functionality for the customer as each increment is delivered. One hundred eight (108) customers including seven office heads and one quality management staff were chosen as the respondents of the study. Based on the findings, the developed feedback management system (mobile and web applications) was effective in terms of its overall ease of use, portability and functionality for it received a respectable rating from all respondents. It also showed that the system has passed the overall criteria of its technical quality as well as it eliminates the identified common problems encountered using the existing system. Likewise, the system provides performance reports of each office to determine which among the offices are performing well based on feedbacks. Significantly, this innovation will be an effective feedback mechanism tool in the University to address the concerns of the customers and other stakeholders and provide possible merits and rewards to performing offices.