| Autor: |
Fitriana, Rina, Kurniawan, Wawan, Gerry, Willierod |
| Předmět: |
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| Zdroj: |
AIP Conference Proceedings; 2023, Vol. 2485 Issue 1, p1-8, 8p |
| Abstrakt: |
This study aims to measure and analyze customer satisfaction with the services provided by OV Agency agents. Methos The data used in the study are questionnaires filled by 100 random customers from OV Agency. The study used the Fuzzy-ServQual method and data mining with the Classification-Decision Tree algorithm. Fuzzy-ServQual is used to measure attributes that need to be improved based on the calculation of GAP values with the addition of fuzzy methods to eliminate the obscurity obtained from the results of the questionnaire. The Data Mining Classification Method was used to determine hidden patterns by a decision tree. The results of the calculation of the overall GAP value on the Fuzzy-ServQual method are -0.008 and there are 10 attributes that require improvement. Decision trees are using the Rapid Minner Studio application. Based on the decision tree obtained, if then rule can be obtained as a pattern of satisfaction and dissatisfaction. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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