IMPLEMENTATION OF STRING SIMILARITY ALGORITHM IN PUBLIC COMPLAINT APPLICATIONS TO MINIMIZE SIMILAR COMPLAINTS
Abstract
Presently, the complaining service in Kartasura local government relies on manual recording where people must come to the government office, write their complaints and submit them to the office staff. This situation causes inefficiency since people have to travel from their places to the local government office. Moreover, the manual recording makes the complaints cannot be managed properly since the same complaints can be submitted more than one time. Additionally, it also causes some confusion to the government staff since they need to carefully check whether it has been submitted previously and approve the complaints accordingly. To solve the issue, a web-based application complaint system is developed to reduce the number of the same complaints from the citizen as well as to help staff manage the complaints data. The Jaro-Winkler String Similarity algorithm is adopted to check the similarity of newly submitted complaints with existing complaints data. The algorithm detects similarities of newly submitted complaints by determining the level of string equality to the existing complaints. Experimental results using one month period of complaints data in December 2022 show that the application is able to detect the similarity between the newly submitted complaints to the existing complaints. As the value of similarity threshold is higher, the number of rejected complaints also increases. Meanwhile, the test results of the system using the System Usability Scale Score obtained an average value of 76.5, which means the system is included in the Acceptable category and can be used for daily activity.
Downloads
References
A. Yunaningsih, D. Indah, and F. Eryanto Septiawan, “Upaya Meningkatkan Kualitas Layanan Publik Melalui Digitalisasi,” Altasia : Jurnal Pariwisata Indonesia, vol. 3, no. 1, pp. 9–16, 2021, doi: 10.37253/altasia.v3i1.4336.
C. Ebert and C. H. C. Duarte, “Digital Transformation,” IEEE Softw, vol. 35, no. 4, pp. 16–21, 2018, doi: 10.1109/MS.2018.2801537.
M. I. Sarwar, Q. Abbas, T. Alyas, A. Alzahrani, T. Alghamdi, and Y. Alsaawy, “Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study,” IEEE Access, vol. 11, no. December 2022, pp. 6490–6512, 2023, doi: 10.1109/ACCESS.2023.3237550.
J. Van Dael et al., “Getting the whole story: Integrating patient complaints and staff reports of unsafe care,” J Health Serv Res Policy, vol. 27, no. 1, pp. 41–49, 2022, doi: 10.1177/13558196211029323.
R. Valentino, C. A. Hartanto, J. G. Albenda, P. Alviandy, A. L. Wulandari, and L. A. Murdhani, “Inovasi Pelayanan Melalui Aplikasi Layanan Pengaduan Masyarakat Interaktif Terpadu (Lapsit) Terhadap Penanganan Gangguan Ketertiban dan Keamanan Masyarakat di Satpol PP Provinsi Kalimantan Tengah,” Jurnal Pendidikan dan Konseling, vol. 4, no. 4, pp. 597–605, 2022.
R. Nugraha, S. Pawenang, and Sarsono, “Pengaruh Spesifikasi Tugas, Pola Koordinasi, dan Motivasi terhadap Kinerja Pegawai di Lingkungan Kantor Kecamatan Kartasura,” Edunomika, vol. 4, no. 2, pp. 371–377, 2020.
V. Lapuente and S. de Walle, “The effects of new public management on the quality of public services,” Governance, vol. 33, no. 3, pp. 461–475, 2020.
E. Nugraha, R. M. Sari, Sutarman, A. Yunan, and A. Kurniawan, “The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction,” Almana : Jurnal Manajemen dan Bisnis, vol. 13, no. 4, pp. 827–836, 2022, doi: 10.36555/almana.v6i1.1833.
S. W. Mursalim, “Analisis Manajemen Pengaduan Sistem Layanan Sistem Aspirasi Pengaduan Online Rakyat (LAPOR) di Kota Bandung,” Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi, vol. 15, no. 1, pp. 1–17, 2018, doi: 10.31113/jia.v15i1.128.
J. Wang and Y. Dong, “Measurement of Text Similarity : A Survey,” Information, vol. 11, no. 9, 2020.
Y. Wang, J. Qin, and W. Wang, “Efficient Approximate Entity Matching Using Jaro-Winkler Distance,” in Web Information Systems Engineering -- WISE 2017, A. Bouguettaya, Y. Gao, A. Klimenko, L. Chen, X. Zhang, F. Dzerzhinskiy, W. Jia, S. V Klimenko, and Q. Li, Eds., Cham: Springer International Publishing, 2017, pp. 231–239.
V. Sahfitri and I. B. Zarizal, “Approximate String Matching untuk Pencarian Kata dalam Kamus Bahasa Indonesia menggunakan Algoritma Jaro Winkler,” Jurnal Ilmiah MATRIK, vol. 24, no. 3, pp. 248–259, 2022, doi: https://doi.org/10.33557/jurnalmatrik.v24i3.2006.
N. C. Dewi and A. Qoiriah, “Implementasi Algoritma Jaro-Winkler Distance dan N-Gram untuk Deteksi dan Prediksi Perbaikan Kesalahan Penulisan Kata Bahasa Indonesia pada Karya Tulis Ilmiah Mahasiswa,” Journal of Informatics and Computer Science (JINACS), vol. 2, no. 03, pp. 169–177, 2021, doi: 10.26740/jinacs.v2n03.p169-177.
A. Suryadi and Y. S. Zulaikhah, “Rancang Bangun Sistem Pengelolaan Arsip Surat Berbasis Web Menggunakan Metode Waterfall (Studi Kasus : Kantor Desa Karangrau Banyumas),” Jurnal Khatulistiwa Informatika, vol. 7, no. 1, pp. 13–21, 2019, doi: 10.31294/jki.v7i1.36.
D. Gunawan, I. A. Ar Raniri, R. N. Setyawan, and Y. D. Prasetya, “Web-Based Library Information System in Madrasah Ibtidaiyah Negeri Surakarta,” Jurnal Teknik Informatika (Jutif), vol. 2, no. 1, pp. 33–41, 2021, doi: 10.20884/1.jutif.2021.2.1.44.
S. Pariyasto, Y. C. F., U. Rizki, Z. Hisyam, and Moch. Mashuri, “Analisis Kebutuhan Sistem Informasi Kepegawaian Menggunakan UML,” in Seminar Nasional Sistem Informasi dan Teknologi Informasi, 2018, pp. 186–190.
F. H. Kiplie, S. F. M. Yatin, M. Angutim, and N. H. A. Hamid, “System Development for Document Management System,” International Journal of Academic Research in Business and Social Sciences, vol. 8, no. 9, pp. 748–757, 2018, doi: 10.6007/ijarbss/v8-i9/4652.
Y. Fitriani and R. Pakpahan, “Aplikasi Sistem Informasi Pengelolaan Arsip pada Unit Pelayanan Pajak dan Retribusi Daerah Palmerah Jakarta,” Paradigma - Jurnal Komputer dan Informatika, vol. 20, no. 2, pp. 51–56, 2018.
N. Firdaus and D. Irfan, “Rancang Bangun Sistem Informasi Arsip Berbasis Web Menggunakan Framework Codeigniter,” Voteteknika (Vocational Teknik Elektronika dan Informatika), vol. 8, no. 1, pp. 44–52, 2020, doi: 10.24036/voteteknika.v8i1.107759.
Khoulah ’Afiifah, Zaimah Fira Azzahra, and A. D. Anggoro, “Analisis Teknik Entity-Relationship Diagram dalam Perancangan Database: Sebuah Literature Review,” Jurnal Intech, vol. 3, no. 1, pp. 8–11, 2022.
D. Purnomo, “Model Prototyping Pada Pengembangan Sistem Informasi,” J I M P - Jurnal Informatika Merdeka Pasuruan, vol. 2, no. 2, pp. 54–61, 2017, doi: 10.37438/jimp.v2i2.67.
P. Bhimasty and E. Sudarmilah, “Donation Management Information System In Baitul Maal Mitra Usaha Mandiri Using The Waterfall Method,” Jurnal Teknik Informatika (Jutif), vol. 3, no. 5, pp. 1195–1202, 2022.
S. Barjtya, A. Sharma, and U. Rani, “A detailed study of Software Development Life Cycle (SDLC) Models,” International Journal Of Engineering And Computer Science, vol. 6, no. 7, pp. 22097–22100, 2017, doi: 10.18535/ijecs/v6i7.32.
A. Sidik, “Penggunaan System Usability Scale (SUS) Sebagai Evaluasi Website Berita Mobile,” Technologia: Jurnal Ilmiah, vol. 9, no. 2, pp. 83–88, 2018, doi: 10.31602/tji.v9i2.1371.
Copyright (c) 2023 Dedi Gunawan, Ahimsa Prana Aditya
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
-a.jpg)
-b.jpg)
