A New Approach of Using Association Rule Mining in Customer Complaint Management
نویسندگان
چکیده
A new approach of using data mining tools for customer complaint management is presented in this paper. The association rule mining technique is applied to discover the relationship between different groups of citizens and different kinds of complainers. The data refers to citizens' complaints from the performance of municipality of Tehran, the capital of Iran. Analyzing these rules, make it possible for the municipality managers to find out the causes of complaints, so, it leads to facilitate engineering changes accordingly. The idea of contrast association rules is also applied to identify the attributes characterizing patterns of complaints occurrence among various groups of citizens. The results would enable the municipality to optimize its services.
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