ANALISIS PENERAPAN ALGORITMA C4.5 DALAM MENGUKUR TINGKAT KEPUASAN PELANGGAN

Yuli Sartika Nasution(1*), Irfan Sudahri Damanik(2), Rizky Khairunnisa Sormin(3),

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

Abstract


The purpose of this study was to obtain model rules and determine the level of customer satisfaction with the services of PT. Pelita Paradep in Pematang Siantar City using the C4.5 Data Mining Algorithm method. Data mining is a process used to identify useful information from various large databases. The C4.5 algorithm is an algorithm used to form a decision tree based on training data. Sources of data used in this study are to conduct observations and interviews, namely by distributing questionnaires to customers of PT. Pelita Paradep in Pematang Siantar City. The results of the study obtained 13 rules, namely 7 Satisfied decisions and 6 Dissatisfied decisions. The C4.5 algorithm can be used in the case of the level of customer satisfaction with an accuracy rate of 93.33%. From the results of the analysis, it is hoped that it can be applied so that it can be used as a decision to improve service to customers.


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