A New Approach of Using Association Rule Mining in Customer Complaint Management
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.
Keywords: association rule, customer complaint management,
e-government, data mining
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