IMPLEMENTASI DATA MINING UNTUK KLASIFIKASI KEPUASAN PELANGGAN TERHADAP PELAYANAN SERVICE MOBIL MENGGUNAKAN METODE DECISION TREE C4.5 (Studi Kasus : PT Adi Sarana Armada Tbk.)

Rizki Firmansyah, . (2024) IMPLEMENTASI DATA MINING UNTUK KLASIFIKASI KEPUASAN PELANGGAN TERHADAP PELAYANAN SERVICE MOBIL MENGGUNAKAN METODE DECISION TREE C4.5 (Studi Kasus : PT Adi Sarana Armada Tbk.). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Customer satisfaction is a valuable source of feedback that can help companies understand customer needs. Customer satisfaction is an important indicator of assessment for the company. The current problem is that there are many companies with similar fields that offer more attractive services, which have an impact on service providers, one of which is the unstable number of customers every month, especially in car service services. In connection with this problem, the researcher wants to measure the level of customer satisfaction of service providers with the C4.5 Decision Tree algorithm and find out the factors that affect customer satisfaction and find solutions to improve services. The dataset used was obtained from the Car Service Customer Satisfaction Survey totaling 2.743 data which finally became 2.743 data after the data cleaning process. This research uses the Decision Tree C4.5 algorithm as a classification method with a data division ratio of 90%: 10%, 85%: 15%, 80%: 20%, 75%: 25%, 70%: 30% and 60%: 40% for training data and test data. The training data is used to build a model with Decision Tree C4.5 algorithm with imbalanced data and resample data using SMOTE and NearMiss, where entropy and information gain values are calculated to determine the roots and branches. The best performance results in this study were obtained with 90% training data and 10% test data using imbalanced data which resulted in accuracy of 100%, recall 100%, precision 100% and specificity 100%. The most influential variable is the ease of contacting ASSA.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2010511024] [Pembimbing 1: Iin Ernawati] [Pembimbing 2: Muhammad Panji Muslim] [Penguji 1: Jayanta] [Penguji 2: Ika Nurlaili Isnainiyah]
Uncontrolled Keywords: Data Mining, Classification, Customer Satisfaction, Car Service, Decision tree C4.5
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions: Fakultas Ilmu Komputer > Program Studi Informatika (S1)
Depositing User: Rizki Firmansyah
Date Deposited: 18 Jul 2024 01:13
Last Modified: 05 Sep 2024 06:22
URI: http://repository.upnvj.ac.id/id/eprint/30860

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