ANALISIS TINGKAT KEPUASAN PELANGGAN PADA APLIKASI TIKTOK SHOP DENGAN METODE ALGORITMA C4.5

Nurul Farhana(1*), Harly Okprana(2), Rizky Khairunnisa Sormin(3),

(1) STIKOM Tunas Bangsa, Pematang Siantar, Sumatera Utara, Indonesia
(2) STIKOM Tunas Bangsa, Pematang Siantar, Sumatera Utara, Indonesia
(3) STIKOM Tunas Bangsa, Pematang Siantar, Sumatera Utara, Indonesia
(*) Corresponding Author

Abstract


Tiktok Shop is an application in which there is this feature that allows fellow Tiktok shop accounts to sell and buy goods from local and international brands. To make the service even better, it is necessary to evaluate the performance in terms of service at Tiktok Shop such as Interface, Response, Price, Quality of Goods, and Delivery Time, So maintaining customer satisfaction is important for online sellers at Tiktok Shop. The source of the data is obtained by providing an online questionnaire with 110 data, while the media that the author uses is Google Forms. Attributes that are used as parameters for the TikTok shop application's customer satisfaction include an interface, response, price, quality of goods, and delivery time. The attributes are then processed using the c45 data mining algorithm. The C45 algorithm can help the author to analyze the level of customer satisfaction on the TikTok shop application. The results of data processing using the c45 algorithm get the price to be the highest note so that the price becomes the attribute that has the most influence on the satisfaction level of the TikTok shop application service.


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