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All Journal JiTEKH (Jurnal Ilmiah Teknologi Harapan)
Elsha Dellista Ashofie
Program Studi Teknik Informatika, Fakultas Sains dan Teknologi, Universitas Ibnu Sina, Batam
Civil Engineering, Building, Construction & Architecture Computer Science & IT Electrical & Electronics Engineering Engineering Mechanical Engineering

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Prediksi Kepuasan dan Loyalitas Mahasiswa Menggunakan Random Forest dengan Pendekatan Explainable AI Berbasis SHAP Indah Kusuma Dewi; Muhammad Ropianto; Elsha Dellista Ashofie
JiTEKH Vol. 14 No. 2 (2026): September 2026
Publisher : Universitas Harapan Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35447/jitekh.v14i2.1591

Abstract

Student satisfaction and loyalty are two strategic indicators of higher education institutions' success in maintaining educational service quality. This study builds prediction models for student satisfaction and loyalty using the Random Forest algorithm, interpreted transparently through the SHapley Additive exPlanations (SHAP) approach. Data were obtained from 437 student respondents covering eight service dimensions with 25 indicator variables. The satisfaction model achieved 94.32% accuracy (AUC = 0.8819), while the loyalty model obtained 87.50% accuracy (AUC = 0.5490). SHAP analysis identified Student financial difficulty solutions, Campus Wi-Fi stability, and Variation in teaching methods as dominant predictors of satisfaction, while Scholarship transparency is the main driver of loyalty.
Co-Authors Indah Kusuma Dewi Muhammad Ropianto