ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PENGGUNAAN APLIKASI PEGADAIAN DIGITAL DENGAN PENERAPAN METODE KASIFIKASI ALGORITMA C4.5 (PT PEGADAIAN)

Ihrom Wahyuni, . (2024) ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PENGGUNAAN APLIKASI PEGADAIAN DIGITAL DENGAN PENERAPAN METODE KASIFIKASI ALGORITMA C4.5 (PT PEGADAIAN). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Technological developments have brought significant changes to the business world, especially in terms of digital services launched by PT Pegadaian, namely the "Pegadaian Digital Service" application. This application aims to make it easier for customers to transact conventional pawn products, eliminating the need to come directly to the branch office. Even though PT Pegadaian competes in an increasingly competitive pawn industry, this research focuses on evaluating and improving services by considering the level of customer satisfaction. In this context, classification methods such as the C4.5 algorithm are used to analyze customer reviews of the Pegadaian Digital application. Review data was obtained from the Google Play Store which was taken based on review data for November 2023 – March 2024 with a total of 1000 data. The results of this research, the accuracy obtained using the C4.5 method was 88% with 76.7% labeled in the dissatisfied category and 23.3% labeled in the satisfied category. This score shows that the accuracy of the value obtained is the best compared to other methods and customer satisfaction is still in the dissatisfied category. This makes it necessary to evaluate to increase customer satisfaction based on satisfaction aspects to improve the application.

Item Type: Thesis (Skripsi)
Additional Information: [No Panggil : 2010512137] [Pembimbing I : Kraugusteeliana] [Pembimbing II : Rudhy Ho Purabaya] [Punguji I : Catur Nugrahaeni Puspita Dewi] [Penguji II : I Wayan Widi Pradnyana]
Uncontrolled Keywords: Pegadaian Digital Service; Classification Method; C4.5 algorithm; Customer satisfaction
Subjects: T Technology > T Technology (General)
Divisions: Fakultas Ilmu Komputer > Program Studi Sistem Informasi (S1)
Depositing User: IHROM WAHYUNI
Date Deposited: 23 Aug 2024 07:29
Last Modified: 23 Aug 2024 07:29
URI: http://repository.upnvj.ac.id/id/eprint/30280

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