WCSE 2018 ISBN: 978-981-11-7861-0
DOI: 10.18178/wcse.2018.06.099

Employee-Client Service Management Evaluation Based on Facial Recognition

Romeo E. Balcita, Rommel E. Balcita, Thelma Domingo Palaoag

Abstract— This study focused in Service Management Evaluation (SME) for employee and client’s identification of level of satisfaction in service rendered. Service evaluation plays an important role to determine the quality of service provided by an employee to their client. During the service session of the employee and client, real-time video will be automatically be analyzed by the system and evaluation result will be stored to a database. This will be used for analysis and report generation later on. The facial expression will be analyzed by the system programmed in PHP with Clmtrackr Javascript facial detection algorithm shared by collaboration projects at Github community. By embedding a database that stores evaluation reports, this can be used to create important data that will be analyzed to produce a service rating report of the employee and client’s level of service satisfaction based on emotional states, particularly on their level of happiness with ratings from 0 to 10, where 0 as not happy at all and 10 as very happy. These results will help business administrators or managers in their decision making, which can lead to the success of the company. The methodology used in the study is Agile Web Engineering (AWE) approach for faster system development and System Usability Scale (SUS) for the usability test. With 65 respondents, 5 employees and 60 students, the average of the respondents’ scores resulted to 75, indicating the system falls under acceptable range, grade scale is C and the adjective rating is good.

Index Terms— facial recognition, face detection, service management evaluation, human-computer interaction, computer vision.

Romeo E. Balcita, Rommel E. Balcita
Northern Phils College for Maritime, Science and Technology, PHILIPPINES
Thelma Domingo Palaoag
University of the Cordilleras, College Research Coordinator, PHILIPPINES


Cite: Romeo E. Balcita, Rommel E. Balcita, Thelma Domingo Palaoag, "Employee-Client Service Management Evaluation Based on Facial Recognition," Proceedings of 2018 the 8th International Workshop on Computer Science and Engineering, pp. 591-596, Bangkok, 28-30 June, 2018.