TY - JOUR ID - TI - Assessment of Service Departments in the Governorates Through Social Media Comments AU - Sura Sabah Rasheed1, AU - Ahmed T. Sadiq2 PY - 2021 VL - 21 IS - 2 SP - 132 EP - 142 JO - IRAQI JOURNAL OF COMPUTERS, COMMUNICATIONS, CONTROL AND SYSTEMS ENGINEERING المجلة العراقية لهندسة الحاسبات والاتصالات والسيطرة والنظم SN - 18119212 AB - Social media have been increasing obviously and widely due to the fact that it is a mediafor users who express their emotions using reviews and comments on a variety of areas in life. In thepresent study, a modest model has been suggested for the assessment of service departments with theuse of reviews and comments in social media pages of those departments from various governorates.The utilization of the text mining for the sentiment classification has been used through collectingIraqi dialect reviews on service department pages on Facebook to be analyzed with the use of thesentiment analysis to track the emotions from the comments and posts. Those have been classifiedafter that to positive, neutral or negative comment with the use of the algorithms of Naive Bayesian,Rough Set Theory, and K-Nearest Neighbors. Out of 13 Iraqi capital (Baghdad) service departmentshave been tackled, it has been found that 11% of those departments had very good assessment, 18%from these service departments have good assessment, 21% from these service departments havemedium assessment, 24% from these service departments have acceptance assessment and 26% fromthese service departments have bad assessment. The results of the evaluation showed the poorservices provided by service departments in the capital Baghdad. Experimental results were helpfulfor the service departments in improving their work and programs had responded quickly andsufficiently to the customer demands.

ER -