A Study on Customer Satisfaction Analysis of Public Institutions using Social Textmining

Lee, Sangeun; Cho, Yong Won; Im, Eun Tack; Gim, Gwang-Yong

doi:10.1109/snpd.2019.8935791

Cited by 9 publications

(9 citation statements)

References 11 publications

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“…Based on the information transmitted through the interviews with the experts, problems were pointed out in the framework. The technologies that might reduce the likelihood of those problems' existence are explicit, and the artifact follows the same structure as Figure 2 (Lee et al, 2019). The problems pointed out through the semi-structured interview by the expert (President of the Jury) correspond to the gaps found during the entire recruitment process over the five phases and are the starting point for improving it.…”

Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

“…Other studies opted for implementing decision trees and Naive Bayes (Abd El-Jawad et al , 2018; Hassani et al , 2020), while others used black-box models like artificial neural networks (ANN), SVM, random forests and k-nearest neighbors (KNN) algorithm (Abd El-Jawad et al , 2018; Dhaoui et al , 2017; Hassani et al , 2020; Lee et al , 2019; Yin et al , 2018). This framework aims to be transparent and free of bias.…”

Section: Introductionmentioning

confidence: 99%

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AI and public contests: a model to improve the evaluation and selection of public contest candidates in the Police Force

Goncalves

Anastasiadou

Santos

2022

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Purpose The number of candidates applying to public contests (PC) is increasing compared to the number of human resources employees required for selecting them for the Police Force (PF). This work intends to perceive how those public institutions can evaluate and select their candidates efficiently during the different phases of the recruitment process. To achieve this purpose, artificial intelligence (AI) was studied. This paper aims to focus on analysing the AI technologies most used and appropriate to the PF as a complementary recruitment strategy of the National Criminal Investigation police agency of Portugal – Polícia Judiciária. Design/methodology/approach Using design science research as a methodological approach, the authors suggest a theoretical framework in pair with the segmentation of the candidates and comprehend the most important facts facing public institutions regarding the usage of AI technologies to make decisions about evaluating and selecting candidates. Following the preferred reporting items for systematic reviews and meta-analyses methodology guidelines, a systematic literature review and meta-analyses method was adopted to identify how the usage and exploitation of transparent AI positively impact the recruitment process of a public institution, resulting in an analysis of 34 papers between 2017 and 2021. Findings Results suggest that the conceptual pairing of evaluation and selection problems of candidates who apply to PC with applicable AI technology such as K-means, hierarchical clustering, artificial neural network and convolutional neural network algorithms can support the recruitment process and could help reduce the workload in the entire process while maintaining the standard of responsibility. The combination of AI and human decision-making is a fair, objective and unbiased process emphasising a decision-making process free of nepotism and favouritism when carefully developed. Innovative and modern as a category, group the statements that emphasise the innovative and contemporary nature of the process. Research limitations/implications There are two main limitations in this study that should be considered. Firstly, the difficulty regarding the timetable, privacy and legal issues associated with public institutions. Secondly, a small group of experts served as the validation group for the new framework. Individual semi-structured interviews were conducted to alleviate this constraint. They provide additional insights into an interviewee’s opinions and beliefs. Social implications Ensure that the system is fair, transparent and facilitates their application process. Originality/value The main contribution is the AI-based theoretical framework, applicable within the analysis of literature papers, focusing on the problem of how the institutions can gain insights about their candidates while profiling them, how to obtain more accurate information from the interview phase and how to reach a more rigorous assessment of their emotional intelligence providing a better alignment of moral values. This work aims to improve the decision-making process of a PF institution recruiter by turning it into a more automated and evidence-based decision when recruiting an adequate candidate for the job vacancy.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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AI and public contests: a model to improve the evaluation and selection of public contest candidates in the Police Force

Goncalves

Anastasiadou

Santos

2022

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“…In this paper, we identify and interpret the factors affecting e-wallet adoption using data mining techniques through a process called knowledge construction. Knowledge construction pertains to the active process of manipulating data to arrive at abstract models in the real world, thus facilitating our understanding of the studied phenomenon (Lee et al, 2019). We use knowledge discovery in database (KDD), a nontrivial process of identifying valid, novel, potentially useful, and ultimately understandable patterns in data (Nelson, 2021).…”

Section: Knowledge Discovery In Databasesmentioning

confidence: 99%

“…We use knowledge discovery in database (KDD), a nontrivial process of identifying valid, novel, potentially useful, and ultimately understandable patterns in data (Nelson, 2021). As shown in Figure 2, KDD is a multi-step process including web scraping, preprocessing, transformation, clustering, and interpretation, where data mining algorithms play a central role (Lee et al, 2019). Data mining in this research is conceptualized similarly to KDD, which includes the use of a vast database, computational techniques, automatic or semiautomatic search, and extraction of implicit, previously unknown, and potentially valuable patterns hidden in the data.…”

Section: Knowledge Discovery In Databasesmentioning

confidence: 99%

Big data analytics application in multi-criteria decision making: the case of eWallet adoption

Naysary

Malekzadeh²,

Tacneng

et al. 2022

SSRN Journal

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Uncovering Insights in Agroforestry: A Text Mining Analysis Using Web Scraping and Topic Modeling

Monika,

Devi Sri,

Suneetha

2024

Lecture Notes in Networks and Systems

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A Study on Customer Satisfaction Analysis of Public Institutions using Social Textmining

Cited by 9 publications

References 11 publications

AI and public contests: a model to improve the evaluation and selection of public contest candidates in the Police Force

AI and public contests: a model to improve the evaluation and selection of public contest candidates in the Police Force

Big data analytics application in multi-criteria decision making: the case of eWallet adoption

Uncovering Insights in Agroforestry: A Text Mining Analysis Using Web Scraping and Topic Modeling

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