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All Journal JOURNAL OF INFORMATICS AND TELECOMMUNICATION ENGINEERING Jurnal Teknovasi : Jurnal Teknik dan Inovasi Mesin Otomotif, Komputer, Industri dan Elektronika Jurnal Inotera JurTI (JURNAL TEKNOLOGI INFORMASI) The IJICS (International Journal of Informatics and Computer Science) Jurnal Riset Informatika Manutech : Jurnal Teknologi Manufaktur REMIK : Riset dan E-Jurnal Manajemen Informatika Komputer Science Midwifery INFOKUM Jurnal Sistem Komputer dan Informatika (JSON) Journal of Science and Education (JSE) INCODING: Journal of Informatics and Computer Science Engineering Instal : Jurnal Komputer Jurnal Ekonomi Hello World Jurnal Masyarakat Indonesia Data Sciences Indonesia (DSI) Nusantara Journal of Multidisciplinary Science Jurnal Ilmu Komputer dan Sistem Informasi The Indonesian Journal of Computer Science Jurnal Hasil Inovasi Masyarakat (JHIM) Tsabit Journal of Research and Public Horizons
Rizaldy Khair
Universitas Muhammadiyah Sumatera Utara
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Analisis Potensi Customer Churn Menggunakan Algoritma Decision Tree (C4.5) Pada Indibiz Telkom Regional I Nadhilah Syafitri; Rizaldy Khair
Jurnal Ilmu Komputer dan Sistem Informasi Vol. 5 No. 2 (2025): Mei 2026
Publisher : LKP Unity Academy

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70340/jirsi.v5i2.357

Abstract

This study analyzes the potential for customer churn among Indibiz Telkom Regional I business customers by implementing the Decision Tree C4.5 algorithm. The primary issue addressed is the high risk of losing business customers, which impacts revenue stability. This research develops an automated classification system utilizing customer behavior attributes such as payment status, total tickets, and total complaints. The research methodology includes data collection, preprocessing, calculating entropy and information gain, and constructing a decision tree. The results reveal that the "total ticket" attribute has the highest gain ratio, indicating that the frequency of service disruptions is the most dominant factor in triggering churn. Testing of the developed web-based system demonstrated an accuracy rate of 68% in classifying customers into churn and non-churn categories. The implementation of the C4.5 algorithm proves effective in mapping customer behavior patterns and serves as a decision support instrument for management to determine more targeted customer retention strategies.
Co-Authors Abd Rachman Abubar Abrar Hadi Ade Johar Maturidi Agung Satria Wiguna Ahmad Faisal Ahmad Faisal Aini, Zahratul Amren S, Hairul Arizta Putri , Rezty Asri Santosa Asrul Sani Ayub Wimatra Br Lubis, Ika Rahmadani Budiyantara, Agus Catra Indra Catra Indra Cahyadi Cut Roza Asminanda Daris Fauzan Abila Darmeli Nasution Dian Noviandri Dwiyanto . Ekatri Ayuningsih Eriansyah Saputra H F Fajrillah Hadi Prayitno Hadiyana, Rizky Wahyu Harahap, Nirmalahaty Harahap, Nurmahendra Hasibuan, Siska HERY DIA ANATA BATUBARA Ibrahim Iswandi Idris Iswandi Idris Iswandi idris Jaman Amadi Jhoni Hidayat Jhoni Hidayat Julfansyah Margolang Kamaliah Ainun Khairunnida Khairunnisa Almadany Lestari, Wirna Liber Tommy Hutabarat Lilis Saryani Lisnawati Lubis, Hamidah Azzahrah S Lubis, Ika Rahmadani M. Amril Siregar M. Syahputra Madany, Khairunnisa Al Mardiah, Hayatul Margolang, Julfansyah Mariestiara Putri , Salsanabila Mariestiara Putri, Salsanabila Mirnawati Mirnawati Mirwan Aziz Ritonga Muhammad Zikri Mujiburohman, Mujiburohman Mustafid Mustafid Nadhilah Syafitri Niasty Lasmy Zaen Nila Hayati Nirmalahaty Harahap Nurliadi Nurliadi Pangaribuan, Hose Ronaldo Panjaitan Albert Panjaitan, Albert Putra, Fikri Adi R Rizal Isnanto Rachma Vina Dikma Raden Mohamad Herdian Bhakti Rahmah, Maulidya Ramadani Renny Lubis Rino Subekti Roni Pashla Ritonga Rosdiana RR. Aryanti Kristantini Ruri Aditya Sari S Sipur S, Mutiara Widasari S, Rossi Peter Santosa, Asri Sari, Indah Vusvita Sembiring, Rinawati Siregar, M. Amril Siregar, Muhammad Amril Siti Aisyah Sunardi Sunardi Sunardi Sunardi Sunardi Sunardi Sunardi Surbakti, Eka Wulandari Suyatmo Suyatmo Suyatmo Syafriwel, Syafriwel Sylvia, Tiara Ulfa Hasnita Usman Usman Vickri Febrian Widiya Nisa Wiguna, Agung Satria Wisnu Yudhistira Yeni Rachmawati Yudhistira, Wisnu Yusdartono, Muhammad Habib Zubaidah Hanum