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All Journal Jurnal Teknik ITS IPTEK Journal of Science IPTEK Journal of Proceedings Series IPTEK The Journal for Technology and Science EXPERT: Jurnal Manajemen Sistem Informasi dan Teknologi Jurnal Ilmiah Kursor Buletin Penelitian Tanaman Rempah dan Obat Forum Penelitian Agro Ekonomi Jurnal Teknologi Informasi dan Ilmu Komputer Journal of Information Systems Engineering and Business Intelligence Jurnal Geosaintek UNEJ e-Proceeding Fountain of Informatics Journal INTEGER: Journal of Information Technology CogITo Smart Journal STTAL POSTGRADUATE - INTERNATIONAL CONFERENCE JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI Jurnal Aplikasi Teknik Sipil ILKOM Jurnal Ilmiah INTECOMS: Journal of Information Technology and Computer Science Jiko (Jurnal Informatika dan komputer) JISIP: Jurnal Ilmu Sosial dan Pendidikan JURNAL PANGAN Buletin Penelitian Tanaman Rempah dan Obat JURNAL PENDIDIKAN, SAINS DAN TEKNOLOGI Jurnal Riset Kajian Teknologi dan Lingkungan JOINCS (Journal of Informatics, Network, and Computer Science) Jurnal Indonesia Sosial Teknologi Sewagati Jurnal Pendidikan dan Pengabdian Masyarakat Teknikom: Teknologi Informasi, Ilmu Komputer dan Manajemen Sammajiva: Jurnal Penelitian Bisnis dan Manajemen Jurnal Informatika: Jurnal Pengembangan IT
Erma Suryani
Departemen Manajemen Teknologi Institut Teknologi Sepuluh Nopember Surabaya
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Journal : UNEJ e-Proceeding

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Analysis of Consumer Complaint Handling on Indonesian Consumer Site Using K-Means Cluster Method Risma Petrus; Erma Suryani; Makarius Bajari
UNEJ e-Proceeding 2021: International Conference on Management, Business, and Technology (ICOMBEST) 2021
Publisher : UPT Penerbitan Universitas Jember

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Abstract

A consumer complaint is a consumer's right to submit a complaint about a service or product provided, or in other words, a complaint is an expression of consumer dissatisfaction either verbally or in writing caused by the loss experienced by the consumer and the non-fulfillment of the agreed agreement. The government is very aware of the various things experienced by consumers as users of goods and services. Through the presidential regulation of the Republic of Indonesia number 50 of 2017 concerning consumer protection strategies and through this regulation the relevant sectors make various efforts to improve their performance related to following up on every complaint. Non-hierarchical grouping using the k-means method is the placement of objects based on the closest group means. Through the results of data processing conducted through research on consumer submission data based on the type of complaint, it shows that there is significance in all variables of incoming complaints, completed complaints, complaints in process with a significance level (sig) less than 0.05. Therefore, there is a significant difference in the clusters formed that relate to all these variables. And in the table the largest F value is 355,957 which indicates that the complaints entered in each cluster are different. So it can be concluded that the greater the value of F, the greater the difference in cluster 1, cluster 2, cluster 3 for the variable concerned. Keywords: Method, K-Means, Complaint Handling, Cluster Analysis
Co-Authors Achmad Mufliq Addin Aditya Adi, Trijoko Wahyu Ahmad Mukhlason Algracevian Andrea Gibran Syahrial Alifiansyah Arrizqi Hidayat Alvisi Aura Chandra Amalina, Debbie Amna Shifia Nisafani Amrina Friska Apriliana Ananda Riyandwyana Andhika Prasandy Rachman Andi Inayah Auliyah Andre Firmansyah Andre Parvian Aristio Anggi Yhurinda Perdana Putri Anisa Dzulkarnain Anwar Romadhon Ari Santoso Arif Wibisono Arishinta, Ayasophia Ashma Hanifah Bangun Muljo Sukojo, Bangun Muljo Benyamin Limanto Benyamin Limanto Cahyono, Dwi Dhika Wahyu Octaviani Dhyna Octabriyantiningtyas Donaya Pasha Enrico Samuel Djimesha Eryuni Ramdhayani Fadhil, Muhammad Faiq Najib Al-Aziz Faizal Mahananto Faradibah, Amaliah Fatharani Wafda Fatharani Wafda Ferlyna Kusuma Wardhani Gustin Ayu Cahyandini Gustin Ayu Cahyandini Gustin Ayu Cahyandini HANDEWI P.S. RACHMAN Handewi Purwati Saliem Hanifan Muhayat Haris Rafi Heri Supriyanto Hermansyah Hermansyah Herry Purwanti Heru Yunianta I Made Candra Girinata I Putu Artama Wiguna Ika Nurkasanah Indah Dwi Lestari Indroprasto Indroprasto Iqbal Grady Favian Jadid Pratama Yuga Nugraha Jennis Tonapa Jessica Patricia Halim Jojok Widodo Soetjipto Kamarudin Hasan Basri Kartini Aprilia Pratiwi Nuzry Kurnia Sari Darma Siswi Lidra Trifidya Lilia Trisyathia Quentara Litafira Syahadiyanti Litafira Syahadiyanti M. Yusuf Sulaiman Mahendrawathi ER Mahendrawati ER Makarius Bajari Makarius Bajari Mala Rosa Aprillya Mas’odi Mas’odi Maya Puspita Mochammad Althof Ibtisaam Shiddekh Muhammad Afzal Muhammad Alam Pasirulloh Muhammad Andika S M Muhammad Andika Satrugna Mahardhika Muhammad Septama Prasetya Muhammad Syamil Fadlillah Nanok Adi Saputra nFN Supriyati Ni Luh Septiana Dharmayanti Nilasari Mukti Widyaningsih Novia Paramita Shandra Nugroho, Cahyo Aji Nurmansyah Nurmansyah Octavia Olga Citra Dewi Ony Ichsandrya Pandu Satrio Priangga, Prima Purnama Anaking Putri, Anggi Yhurinda Perdana Putu Aditya Dharmawan Rachman Arief Radityo Prasetianto Radityo Prasetianto Wibowo Raffly Andico Devara Rahmad Hidayat Rahmawati, Ulfa Emi Randy Pradana Kushatmaja Raras Tyasnurita Raulia Riski Regina Verra Santiara Retno Aulia Vinarti Rindu Puspita Wibawa Rini Qurratul Aini Risma Petrus Risma Petrus Rizka Wakhiddatus Sholikah Rully Agus Hendrawan Sarwosri Sarwosri Satria Nur Alam Septama, Muhammad Serra Charisma Viontita Shabrina Luthfiani Khanza Shoffi Izza Sabilla Surya, Agung Bagus Syaiful Hidayat Syauqi Saswatata Nawal Abadi Tata Aransta Imas Puspita Tita Ayu Rospricilia Tony Dwi Susanto Ulfa Emi Rahmawati Ulfa Emi Rahmawati Ummi Ainun Nadhiroh Wahyuningtyas, Nunuk Wiandana, I Gede Wibawa, Rindu Puspita Wibisono, Arif Wibisono, Arif Wisnu Broto, Y. Suponco